Workbalance Program

Wellbeing and Work-Life Balance Programme

Línea Directa is certified by the Más Familia Foundation as a family-responsible company with a proactive B+ level.

The Más Familia Foundation grants the efr certification (“family-responsible company”) to Spanish companies that are strongly committed to work-life balance through their own work-life balance management model, which certified companies must develop internally.

The company is currently working on the next external certification audit, which will take place in July 2026, and will analyse more than 100 measures used by the company to promote work-life balance.

These measures are available through the employee portal and are based on the following principles:

  1. Quality employment
  2. Flexibility in terms of place and time
  3. Support for employees’ families
  4. Professional development
  5. Equal opportunities

In 2025, we strengthened our approach through the Wellbeing Programme “to feel well”, consolidating a vision of comprehensive wellbeing that we understand not as a set of isolated actions, but as a continuous process that integrates physical, mental and emotional health, social wellbeing and sustainable wellbeing aligned with our values.

Work is currently underway on the efr wellbeing certification, which will complement the current certificate.

Línea Directa is particularly committed to supporting employees’ families, and has implemented a series of measures related to maternity and paternity, such as:

  • Employees have a leave scheme for birth, adoption or foster care that ensures both compliance with current regulations and additional support measures provided by the company. In this regard, they are entitled to a total of 19 weeks’ leave, in accordance with Royal Decree-Law 9/2025 of 29 July, which can be taken flexibly within legal limits. During this period, the employment contract is suspended and the corresponding Social Security benefit is received. Línea Directa also supplements this benefit up to 100% of the fixed remuneration that would apply during active employment, thereby guaranteeing financial stability at a particularly important personal and family moment.
  • After the end of leave for birth, adoption or foster care, employees are also entitled to breastfeeding leave, which at Línea Directa improves on the statutory provisions by offering different ways to take it:
    • The possibility of being absent for one hour per day until the child reaches 9 months of age.
    • The option to replace this entitlement with 15 consecutive working days.
    • As an additional company measure, a flexible formula that allows employees to take at least 10 consecutive days and reserve the remaining 5 days for use the following year in the event of unforeseen needs.
    • In addition, Línea Directa allows employees to take 5 days of breastfeeding leave within the 12 months following their return to work, whereas by law these days must be taken within nine months after the baby’s birth in order not to lose them.
  • The company has set up breastfeeding rooms in all its buildings, equipped with refrigerators, to support breastfeeding by providing a suitable space for expressing and storing milk while employees are at the office.
  • With regard to family support in general, Línea Directa has made paid leave available to employees in cases where dependent family members or close relatives need to receive treatment to fight cancer.

These options allow leave to be adapted to each employee’s personal circumstances, supporting a better work-life balance.

  • In addition, Línea Directa provides employees with leave in hourly blocks to accompany dependent family members (parents, children, etc.) to medical appointments or tasks requiring their presence. This leave is taken by the hour, which means employees can be absent from their working day for a few hours to attend to these matters and then return to work. There are 8 blocks of 3 hours each per year.
  • Since 2023, in Spain, all employees with children under 8 years of age can request up to 8 weeks of parental leave (unpaid), which may be taken all at once or in separate weeks.
  • The company also offers employees 4 days of emergency leave per year to deal with urgent issues related to their children or cohabitants.
  • Employees have access to personal leave, which allows them to change their work shift or make up those hours at another time. This helps improve work-life balance. They can also request up to three days of unpaid personal leave.
  • Employees who, due to family needs, require working-time adaptation, either through schedule adjustments or by extending remote-working days, may request this exception, which supports work-life balance while ensuring business continuity. Currently, around 100 employees at Línea Directa benefit from this type of measure.
  • In this regard, Línea Directa also implements a 100% flexible holiday system, allowing employees to divide their holiday time as they wish.

In 2025, the following measures have also been implemented:

New Leadership Model

Creation of a New Leadership Model based on corporate culture and on the competencies and dimensions that define leader behaviours. This model will continue in 2026 and will guide the way people act.

The line that brings us together

Creation of the training programme “The line that brings us together”. Internal online training for employees on the company’s products.

Cross Talent

Cross Talent is a cross-functional mobility and development programme that allows employees to participate temporarily in projects or roles other than their usual ones, broadening their knowledge and developing new skills.

Participation in the programme includes financial recognition and helps create a more complete professional profile aligned with the company’s strategy.

 

Working-Time Options

Línea Directa, as part of its commitment to helping employees balance their personal and professional lives, has developed a flexibility management system made up of various flexibility measures and part-time work options.

  • All employees in back-office departments have flexibility in their working hours.
  • The company offers employees in customer service roles different working-time organisation measures aimed at helping them balance their professional and personal lives.

Specifically, they may voluntarily opt for schedule mobility systems, which include:

Fixed or rotating shifts

The choice of a fixed morning or afternoon shift, or the possibility of rotating between the two.

Flexible distribution of working hours

The alternative of distributing the working day across different time blocks, combining hours within the usual schedule with others at different times of the day.

These measures, always subject to organisational criteria, make it possible to introduce flexibility in working-time management, adapting as far as possible to individual needs without compromising customer service.

It is also important to highlight the implementation of a new flexiwork model, which offers all employees the possibility of working from home 6 days a month and has enabled Línea Directa to become more agile and efficient, as well as optimising working time while focusing on employee flexibility and wellbeing as the organisation’s main driver in order to achieve its ambitious medium- and long-term objectives.

 

Wellbeing Programme

For Línea Directa, the health and wellbeing of its employees are fundamental pillars for the proper functioning of the company.

The wellbeing and health programme (“Wellbeing to feel well”) promotes an annual action plan among employees, focusing on awareness and improvement related to the health and wellbeing of our employees.

The key components of the plan include:

  • Actions related to the Body
  • Actions related to the Mind
  • Actions related to the Environment, including financial wellbeing

In 2025, we consolidated a comprehensive wellbeing approach, understood as an ongoing process that supports people throughout the year and across their different personal circumstances, fostering a more human, responsible and sustainable organisation.

Our distinctive model is based on:

  • Themed wellbeing months, which make it possible to work progressively on habits such as nutrition, physical activity, sleep, mindfulness, etc.
  • Use of World Days as an awareness-raising lever
  • A participatory and preventive approach to psychosocial risks
  • In addition, we have a Protocol for the Prevention of and Response to Psychosocial Risks and Harassment, with preventive measures, awareness-raising initiatives and confidential channels.

Línea Directa takes part in the Corporate Olympics organised by Banco Santander, in which Línea Directa was runner-up in 2025. Beyond the final position, this is a moment of unity in which values are shared and all the pillars of our Wellbeing action plan are put into practice.

In addition, we continue to celebrate World Health Day, where employees can attend various activities, including a talk on stroke prevention and early detection delivered by specialised staff from the Red Cross NGO, as well as another session on financial wellbeing to learn how to manage basic day-to-day finances.

In 2025, Línea Directa incorporated a new “employee care service during sickness absence” into the Wellbeing and Health Plan, from the perspective of caring for the person.

This is a new benefit for employees under the slogan: “Línea Directa supports you during your medical leave to help you recover as soon as possible”, through which a medical professional provides personalised follow-up, early diagnosis and the possibility of bringing forward tests or check-ups to support a faster recovery.

The aim of this service is to help and support employees by reducing uncertainty and lack of information during medical leave.

The actions described are only part of the comprehensive wellbeing programme for our employees.

Through all these initiatives, the company aims to raise awareness of self-care, which in turn has an impact on company metrics such as absenteeism, closely linked to employees’ health status and perception of wellbeing.

The company invests in the wellbeing programme as a lever to reduce absenteeism rates and achieve the targets set in this area for 2025, which continue into 2026.

Absenteeism Rate

Absenteeism Rate Unit Fiscal Year 2022 Fiscal Year 2023 Fiscal Year 2024 Fiscal Year 2025
Employees % of total scheduled days 6.05% 8.11% 7.62% 7.31%

 

Wellbeing Survey (Employee Experience)

For the Línea Directa Group, people are at the centre of every decision. Its corporate values determine the way it treats its employees and makes decisions.

The relationship with employees is, above all, human and close. This closeness and transparency in the professional relationship create an environment of trust, which is the essential component for all employees to feel cared for and listened to.

A good example of this commitment is the launch of a new comprehensive and sophisticated measurement that makes it possible to draw conclusions by type of employee, according to their life cycle within the organisation.

Among the results of this latest survey, called “Employee Experience”, employees rated their commitment to the company at 86 out of 100.

The “Employee Experience” survey is conducted every two years and is sent to more than 95% of the Group’s workforce. In 2025, the company set one of its main objectives as maintaining the commitment ratio at levels similar to the previous survey (84%).

This survey is divided into the following topics, with some examples of the questions asked shown below:

Employee Experience and Happiness

My overall level of satisfaction with Línea Directa is.

My level of commitment to Línea Directa is.

Through my work, I contribute to achieving Línea Directa’s objectives.

My colleagues and I support each other.

I have felt supported by the company when I have had a specific need.

Effectiveness of the Line Manager and Management

My manager helps me set ambitious objectives.

I regularly spend time with my manager through team meetings, one-to-one meetings and formal or informal interactions.

My manager helps me set ambitious objectives.

I can count on my manager’s support to achieve my objectives.

I have the opportunity to talk with my manager about my professional development.

Purpose and Motivation

Beyond one-to-one meetings, I look for opportunities to share and exchange feedback with my manager as part of my ongoing development.

I can share my ideas with my manager.

Understanding my annual objectives helps me improve myself.

Agility and Innovation

I feel that Línea Directa is promoting new ways of working.

The departure of a colleague has led to a reorganisation of work that has been managed appropriately.

I would recommend my manager as someone to work with.

Trust

I am confident in Línea Directa’s success and future over the medium term.

Job Satisfaction and Commitment

Overall satisfaction with Línea Directa.

I feel committed to Línea Directa.

I feel proud to work at Línea Directa.

Degree of connection with Línea Directa.

I would recommend Línea Directa as a good place to work to a friend or family member.

Over the next 12 months, I plan to change company.

Performance Improvement and Stress Levels

I have the necessary preparation to meet the demands of my job.

The company provides me with resources for self-learning.

I meet every year with my manager to discuss my performance.

The conversation with my manager helps guide my professional development.

I have the necessary preparation to meet the demands of my role.

The company provides me with resources for self-learning.

To achieve my professional development objectives, I take advantage of opportunities that arise in my day-to-day work.

I have the skills and training needed to meet the demands of my role.

I meet every year with my manager to discuss my performance.

Diversity, Equality and Work-Life Balance

I feel that Línea Directa ensures fair treatment regardless of disability, nationality, beliefs, sexual orientation, age or any other personal circumstance.

I feel that Línea Directa ensures fair treatment regardless of gender.

Other Aspects

I know Línea Directa’s Code of Ethics and can consult it on the intranet if necessary.

When I make decisions related to my work, I take the company’s ethical principles into account.