Sustainability Report 2012 - Generali Versicherung AG

REPORTEDGLOBALCOMPACTPRINCIPLESCROSS-REFERENCE/DIRECT ANSWERfully1, 2, 3, 4, 5,6, 7, 8, 9, 10fully 10 SR 2012, p. 38SR 2012, p. 38The Generali Group has relations with public institutions mainly through national trade associations.fullyIn 2012, 1,465 legal actions were initiated against Group insurance companies (1,637 in2011) amounting to 1.7 million euros (just over 2.4 million euros in 2011), while no legalactions were brought against Group banks.There is no evidence of the outcomes of such actions.fullyIn 2012 Group companies were assessed a total of 462 fines (640 in 2011) amounting to justover 6.2 million euros (nearly 7.2 million euros in 2011). Of these, 152 (253 in 2011) amounting toabout 2.6 million euros (nearly 2.9 million euros in 2011) involved sanctions for non-compliancewith laws and regulations other than those reported in the EN28 and PR9 indicators.Fines assessed by national insurance regulatory authorities clearly predominate (419 finesamounting to nearly 4.9 million euros).Contracts and communications with customers are based on the principles of correctness and honesty, professionalism, transparencyand cooperation with a view to finding solutions that are most suited to their needs. Information provided to customers before anycontract is signed is complete, transparent and comprehensible so they can make conscious purchase choices. To this end, Groupcompanies implement information and training programmes with the aim of disseminating insurance and financial know-how.As for marketing communication, the Group respects the fundamental ethical values, maintaining the veracity of its contents andrepudiating the use of coarse or offensive messages, in keeping with the provisions in the Code of Conduct of the Generali Group andthe directives issued by the relevant control authorities.In accordance with national legislation, the Generali Group guarantees the confidentiality and security of data and its processingthrough methods denying access to third parties, unless required for corporate aims or by a writ. Group management system andprocedures to customer privacy protection are adequate.fullySR 2012, p. 35-36; 93-94Emerging needs, the results of market analyses and any new features introduced throughlaws are considered when developping, distributing and providing products and services.These elements have led to the introduction of products with particular social andenvironmental value and the use of new channels at the service of customers. Moreover,sales force is constantly and adequately trained in order to garantee the quality of theservices provided by the Group.not 1not 1Products/services impacting on health and safety are not distributed/provided.Products/services impacting on health and safety are not distributed/provided.not 8not 8Products and services are not labelled.Products and services are not labelled.fully SR 2012, p. 94-96fully SR 2012, p. 92fullyfullySR 2012, p. 92-93The Generali Group reviews codes and voluntary standards when necessary.The Generali Group does not sell products that are banned in certain markets or the subjectof stakeholder questions or public debate.In 2012 no incidents of non-compliance with regulations or voluntary codes were reportedconcerning marketing communications of Group companies.GRI CONTENT INDEX - GRI 3.1 guidelines - GLOBAL COMPACT principles | 159