Fidelidade is leader in the Portuguese insurance market

With a clear strategy of customer focus, the quality of the service provided and the wide offer of products available to its more than 2 million customers are pivotal to its operation.


In Mozambique, Fidelidade intends to chart a path with an active presence in the lives of its clients and adopt a new way of operating in an innovative and socially responsible society.







The insurance market, just as the whole financial market in general, is a highly competitive and regulated market today. In this context, the ethical and professional conduct of employees is most certainly a determining factor of differentiation and success.


The principles of ethical and professional conduct laid out in this Compliance Manual reflects the Vision and Values of the companies that make up the Group, and consequently reflect the expected behavior of all its employees.


1. Diligence
Employees must ensure that the Group's clients are treated with diligence and professionalism and with absolute respect for their interests and objectives. Accordingly, their actions aim at obtaining good market conditions, always respect the instructions received from the customer.

Staff must also refrain from receiving gifts or offers from third parties which could jeopardize and compromise their neutral and diligent position.

They must also safeguard the Group´s property; carefully and efficiently use the Group's resources.


2. Loyalty
Employees must exercise their internal status and use the resources at their disposal, in the service of the Group and never for personal gain.


3. Protection of Resources
Employees must protect the Group's resources, be they material (Examples - equipment and computer devices) or not (Example - confidential information and passwords).

Employees should also, use the means at their disposal, avoid and/or discourage any situation of misappropriation of funds, goods, equipment or any other assets.


4. Trust
The Group, through its staff, must honor its commitments and contracts with third parties, as well as fulfill all its obligations.


5. Transparency
Employees must have a personal and professional attitude that is both honest and truthful.

Employees must maintain records, transactions and information media perfectly organized.

Any omission or potential misinterpretation in all customer relationships (direct selling, marketing, mediation channel) should be avoided.

The Group must provide its customers with accurate information on the contents, use and maintenance of its various products.

In the information it provides to the market and the supervisory entities, the Group must be aware of the relevance, accuracy, organization and opportunity of such information.


6. Impartiality/Justice
Employees must treat customers fairly and correctly.

The Group adopts a non-discriminatory practice towards its employees, allowing equal opportunities in the development of knowledge and career progression.

The Group should not punish or undermine employees who report violations to the law in general, or to internal standards and codes.


7. Confidentiality
Employees must keep secret all knowledge acquired exclusively from the exercise of their functions. Accordingly, they must not disclose any information arising from facts relating to the life of the Group or its relationship with its customers.


8. Receptivity/Openness
Not only are the companies in the Group receptive and open to the complaints and suggestions presented to them (by customers and staff), but they also adopt mechanisms that always ensure a response.


9. Public Statements

Employees may only make public statements involving the Group or any of its companies, provided they have obtained prior authorization from the Board of Directors.


10. Privileged Information
Unless expressly authorized by the Board of Directors, employees may not in any way disclose privileged information on any of the Group's companies which may lead to commitment or damage, even if potential, to the interests of those companies.


11. Conflict of Interest
Employees should disclose to their superiors, any situations that may cause conflict between their personal interests and the interests of the Group.

Employees should not intervene in the appraisal and decision of operations or processes in which they are directly or indirectly interested themselves, their spouses, relatives or kin in the first degree, or also societies or other collective entities which are directly or indirectly controlled by them.


12. Dignity and Citizenship
The Group manifests in its operations an attitude of respect for the dignity of citizens and human rights. Hence, it does not enter into any business relationships with entities that violate human rights and carry out discriminatory or socially reprehensible work practices.

The advertising campaigns promote the principle of gender equality and contribute to an image of cohesion and social inclusion of all ethnic and social groups.

The Group respects the social and cultural aspects of the communities in which it is present and helps, through the means at its disposal, the sustained development of the communities. The Group also demonstrates its commitment to protect the environment, to patronage and social care.

Neither the Group’s companies nor their staff participate in any activities, directly or indirectly, related to corruption, money laundering, drug trafficking, financing of terrorism or organized crime.


13. Individual Solvency
Employees must abstain from activities that may contribute to the degradation of their solvency, namely through:

  • Obtaining loans from other employees or customers;
  • Obtaining loans from third parties with unfavorable amounts and conditions;
  • Issuing cheques without funds;
  • Playing games of chance other than lotteries, bets and other games of a social nature operated by Santa Casa da Misericórdia de Lisboa or by another authorized entity.