Sustainability Report 2012 - Generali Versicherung AG

Services for life insurance policyholdersThe Group companies’ life line of business also reached significant levels in terms of the amounts paid out to policyholders(or their beneficiaries) as a result of maturing policies or claims (death, permanent disability, etc.).Claims and expiring life policiesPaeseNumberof claimsSums paid for claims(thousand Euros)Number ofexpiring policiesSums paid for expiring policies(thousand euros)2011 2012 2011 2012 2011 2012 2011 2012Italy 15,084 15,046 330,627 389,876 251,871 227,966 3,916,169 4,510,866Austria 3,068 2,932 38,934 37,015 49,918 39,017 592,561 564,334Czech Republic 166,847 206,849 72,080 76,798 132,060 116,076 207,020 185,867France 70,506 74,006 1,591,845 1,957,108 0 0 631,336 710,125Germany 73,976 70,719 484,373 500,460 504,612 468,293 4,673,569 4,165,011Spain 3,906 3,796 106,423 93,794 28,073 27,670 930,411 812,169Switzerland 3,380 2,891 67,717 66,013 7,087 7,255 248,644 248,613TOTAL 336,767 376,239 2,691,999 3,121,064 973,621 886,277 11,199,710 11,196,985In 2012, over 1.2 million life insurance policies were settled, with a decrease of 3.7% over the previous year mainly due to the reduction inthe number of maturing policies (-9%) accounting for more than 70% of policies settled, while the number of claims increased by 11.7%.In the life insurance segment, payments to policyholders/beneficiaries totalled over 14.3 billion euros (+3.1% compared to 2011); mostpayments were related to maturing savings policies, for which a total of nearly 11.2 billion euros was settled with a majority (86.6%) oflump sum payments. Payments for claims relating to death or permanent disability due to illness amounted to over 3.1 billion euros.Insurance complaintsThe Group's insurance companies manage complaints by applying the relevant internal procedures, in full compliance withexisting regulations in the countries in which they operate.To facilitate dialogue, multiple channels have been established through which reports may be submitted, as indicated inthe contract terms and on the various Group websites. Clients may submit a complaint by letter, fax, telephone or emailor by filling out the relevant form in the ‘contact us’ section of some company websites. All Group companies have putthe necessary organization in place to manage complaints and use similar procedures to coordinate the various activitiesand define their commitments, objectives and responsibilities. In general, each company has an organizational unit thatis responsible for complaints management and the monitoring of processing activities, working with the various businessunits and preparing periodic reports for Top Management.Insurance complaintsCountry Received Accepted Accepted/Received2011 2012 2011 2012 2011 2012Italy 30,270 30,426 9,717 9,618 32.1% 31.6%Austria 1,110 679 1,001 623 90.2% 91.8%Czech Republic 9,948 9,460 4,731 4,528 47.6% 47.9%France 3,226 3,504 1,224 1,093 37.9% 31.2%Germany 101,793 114,392 58,150 69,447 57.1% 60.7%Spain 3,585 4,151 406 560 11.3% 13.5%Switzerland 86 96 26 36 30.2% 37.5%TOTAL 150,018 162,708 75,255 85,905 50.2% 52.8%CLIENTS | 101