MAPFRE, the leading Spanish insurer and largest multinational insurance group in Latin America, has launched its Manifesto for a Humanistic, Ethical, and Responsible AI—becoming the first
IBEX 35 company to publicly define its principles for the development and use of artificial intelligence.

The Manifesto outlines five key commitments:

1. Hybrid AI Model – Combining human expertise with AI capabilities to deliver business value.
2. Responsible Governance – Ensuring ethical use aligned with corporate strategy.
3. Trust & Transparency – Safeguarding data and ensuring AI is reliable and secure.
4. Empowerment & Growth – Using AI to enhance productivity and human potential.
5. Sustainable Development – Aligning AI with social and environmental responsibility.

Alongside the Manifesto, MAPFRE unveiled its new AI Center, a global hub driving AI strategy, governance, and innovation. Integrating talent from Spain, Brazil, and the U.S., the Center fosters collaboration across the Group, supporting local adaptation, regulatory alignment, and operational efficiency. It aims to coordinate scalable, high-impact use cases that deliver real value to customers and the business.

MAPFRE has already implemented over 115 AI use cases globally, covering claims management, customer service, and process optimization. Notably, more than 40% of transactions are now handled by virtual assistants, and 1.2 million customers benefit from automated document processing.

Spain serves as the launchpad for this global strategy, where 70% of MAPFRE’s 7.7 million customers have interacted with AI solutions. Over 60 active AI projects have enhanced more than 16
million interactions. Tools like MIA GPT, a virtual assistant for agents, have managed over 90,000 inquiries annually, achieving a customer satisfaction rate exceeding 80%.

Talent development is a cornerstone of MAPFRE’s AI strategy, with AI-related roles tripling in the past three years. Over 3,000 employees and mediators now leverage AI to boost productivity and enhance the customer experience.

“AI must serve people—not replace them,” said Maribel Solanas, MAPFRE Group Chief Data Officer. “With our Manifesto and AI Center, we’re ensuring AI adoption is strategic, ethical, and human-centric. For MAPFRE’s managers, these capabilities are differentiating, and any step in AI must be taken at the company level with the participation of all teams, always thinking about obtaining tangible benefits for clients, employees, intermediaries, collaborators, and other stakeholders.”

To access the Manifesto click here.