Sustainability Report 2012 - Generali Versicherung AG

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GRIINDICATORSDESCRIPTIONASPECT: Customer privacyPR8. Additional Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.ASPECT: CompliancePR9. Core Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and useof products and services.PRODUCT AND SERVICE IMPACTDisclosure on management approachBy their very nature, insurance products have a social value because they provide protection for clients and meet their pension needs.Their social role becomes even more crucial against a general gradual reduction in public services.Among the range of products and guarantees offered there are also some with particular social or environmental value that meetspecific needs of the disabled, seriously ill people, immigrants, etc., that cover facilities that produce renewable energy, or that rewardthe virtuous conduct of the policyholders. Even if they represent a very small part of the corporate business, they contribute to raiseawareness and persuade customers to act responsibly.The Group plays on investments of technical reserves that are in line with the guidelines complying with the Principles for ResponsibleInvestment (PRI), sponsored by ONU, as to qualify all its products as ethical. Through investments according to such criteria, theGroup ensures its clients not only the risk protection and adequate financial returns but also respect for fundamental human rights andenvironmental protection.ASPECT: Product portfolioFS1. Core Policies with specific environmental and social components applied to business lines.FS2. CoreProcedures for assessing and screening environmental and social risks in business lines.160 | Assicurazioni Generali - Sustainability Report 2012
REPORTEDGLOBALCOMPACTPRINCIPLESCROSS-REFERENCE/DIRECT ANSWERfully 1In accordance with national legislation, Generali Group companies have adopted suitabletechnical, organisational and operational measures to guarantee the confidentiality andsecurity of personal (and at times sensitive) data pertaining to potential and actual clientsand other stakeholders (employees, suppliers and others). Only personal data that are strictlynecessary to provide the required services and to achieve the objectives laid out in specificprivacy notices are collected, with particular attention paid to sensitive data, which aregathered and processed only where the use of anonymous data is not deemed viable.In 2012 companies in the Ssustainability Report scope received from clients and recognizedas legitimate 288 complaints regarding breaches of customer privacy. Reasons lain in44 leaks, 5 thefts and a loss of customer data as well as in 238 undesired commercialcommunications, improper data transmission and incorrect use of data.In Italy, Germany and France also the Privacy Authorities guaranteeing the protection ofpersonal data and similar regulatory bodies recognized as legitimate 11 complaints fromclients about undesired commercial communications and incorrect use of data.fully274 fines amounting to about 3.6 million euros were issued to the Group companies in 2012for non-compliance of products and services with laws and regulations in force at variouslevels: local, regional, national and international.The management system provides for constant monitoring of investments, including checks designed to prevent the acquisition ofsecurities issued by companies that do not meet ethical criteria.Believing that there has to be consistency between investment policy and voting policy, Generali Investments has integrated ESGcriteria into its own voting policy. The purpose is to establish a real dialogue on environmental, social and governance aspects withcompany directors and managers and to encourage the consideration of such topics in the performance of their activities.The Generali Group is then committed to introducing systematic audits on several CSR activities from the Group Internal Audit (GIA)department. Specifically, the internal audit on the Environmental Management System (EMS) of the Group was conducted in thesecond half of 2012. As for Country Italy, the GIA department verified the effective implementation of the System and its proceduresand the effectiveness in pursuing the objectives defined by the Group Environmental Policy.fullyfullyAs described in the Environmental Policy, the Generali Group has the objective of providingincentives for clients to adopt eco-sustainable behaviour by offering insurance and investmentproducts that promote environmental awareness. The Group also gives importance to issuesrelated to climate change that can be both a risk and an opportunity for the conduct anddevelopment of its business. In-depth information on climate change risks and opportunities isavailable in the SR 2012, p. 135-137.Moreover, the Group aims at including, through microinsurance, members of society who wouldotherwise be excluded from the insurance market. Thanks to this tool, the poorest sections ofpopulation are, for example, provided with health insurance products.Information on products with particular social and environmental value distributed by the GeneraliGroup is reported in the SR 2012, p. 86-89.SR 2012, p. 135-136Information on the Risk Management System is reported in the Risk Report, to which a specificsection of the Consolidated Financial Statements 2012 is devoted.If significant, social and environmental risks in insurance contracts are considered at the underwritingtime and they influence not only on the pricing but often represent also a requirement for obtainingthe cover. Compliance with laws in force is essential; moreover, the presence of measures aimingat reducing the risk of claims may be required to obtain the cover and led, in any case, to lowerpremiums. Specifically, as for significant risks, inspections are common to identify measures tobe adopted for an efficient and effective risk management. As for life and health products, the riskassessment is based on a detailed questionnaire on medical history and it is sometimes integratedwith a thorough medical examination.GRI CONTENT INDEX - GRI 3.1 guidelines - GLOBAL COMPACT principles | 161
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Sustainability Report 2012A complet
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Chairman and Group CEOletter to the
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sustainability context and complete
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FRANCEE-Cie Vie S.A.Europ Assistanc
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at a glanceEMPLOYEESEmployee polici
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at a glanceFINANCIALCOMMUNITYIn a y
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at a glanceSUPPLIERSThe Generali Gr
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at a glanceENVIRONMENT ANDCLIMATE C
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IndexTHE GROUP 24Mission, vision, v
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thE group79,454employees69.6billion
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MISSION, VISION, VALUES AND COMPETE
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CORPORATE BODIESBoard ofStatutoryAu
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EngagementDuring the hearing before
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The Code includes the introduction
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In Italy, the Group Anti-money Laun
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In order to make innovation an inte
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The Generali Group is committed to
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ADHESION TO EXTERNALVOLUNTARY INITI
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STAKEHOLDERsPrague - Czech Republic
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Human resources arethe Group’s fu
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mobility, coaching programmes and p
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Reliability. In addition, the sloga
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In Italy and France, when returning
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normally have the option, often gua
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HEALTH AND SAFETY IN THEWORKPLACETh
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Emirates, the Philippines, Guatemal
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SIZE AND CHARACTERISTICS OF THE WOR
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On average, a third (33.4%) of posi
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Workforce by age bracket2011 2012 2
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Labour disputesNumber and value of
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To foster greater staff involvement
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Committedto innovation anddiversifi
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SIZE AND CHARACTERISTICS OFTHE SALE
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DIRECT CHANNELS, with no intermedia
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Satisfaction surveys on services pr
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Along with thecommitment to strengt
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FINANCIAL AND SUSTAINABILITY PERFOR
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RatingRating agencyRating*A.M.BestA
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Main meetings with analysts and inv
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PRODUCT POLICIESCustomer loyalty is
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Products with particular environmen
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Over the last few years, various ro
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• fill out questionnaires with a
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of pre-packaged solutions. As part
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Surveys on servicesGERMANYOnline su
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Percentage of clients by age bracke
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Change in number of claims2009-2012
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Change in numberof complaints recei
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SUPPLIERSKarolinen Karee, Munich, G
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Relationships with contractual part
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SIZE AND CHARACTERISTICSOF SUPPLIER
Page 112 and 113: COMMUNITYOld-Aged Survey, Germania1
Page 114 and 115: GUIDELINES FOR COMMUNITYINITIATIVES
Page 116 and 117: For example, in 2012 the Generali E
Page 118 and 119: Cultural areaWith a view to promoti
Page 120 and 121: Sports areaGenerali regards sport a
Page 122 and 123: ENVIRONMENT ANDCLIMATE CHANGEOilsee
Page 124 and 125: In order to pursue the abovemention
Page 126 and 127: DIRECT ENVIRONMENTAL IMPACTThe data
Page 128 and 129: Electricity quota from renewable so
Page 130 and 131: PaperPaper consumption3530252015105
Page 132 and 133: WaterWater consumption (m 3 )-0.4%3
Page 134 and 135: In all countries, IT waste, compris
Page 136 and 137: Flight kilometres travelled by empl
Page 138 and 139: The increase in exposure to climate
Page 140 and 141: EXPENDITURES AND INVESTMENTSFOR ENV
Page 142 and 143: ENVIRONMENTAL RANKINGGenerali’s a
Page 145 and 146: CONTENTINDEXParis - France
Page 147 and 148: REPORTEDGLOBALCOMPACTPRINCIPLESCROS
Page 149 and 150: GLOBALREPORTED COMPACTPRINCIPLESful
Page 151 and 152: REPORTEDGLOBALCOMPACTPRINCIPLESCROS
Page 153: GLOBALREPORTED COMPACTCROSS-REFEREN
Page 156 and 157: GRIINDICATORSDESCRIPTIONASPECT: Div
Page 158 and 159: GRIINDICATORSDESCRIPTIONSOCIETYDisc
Page 160 and 161: GRIINDICATORSDESCRIPTIONASPECT: Pub
Page 164 and 165: GRIINDICATORSFS3. CoreDESCRIPTIONPr
Page 168: Co-ordination:Corporate Social Resp
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