Sustainability Report 2012 - Generali Versicherung AG

CLIENTSat a glanceCustomer loyalty is a priority for the Group and its ability to constantlymeet actual client needs and expectations is a prerequisite for creatingand maintaining trust in order to build lasting relationships.Service development and innovation aim to simplify communication withthe public and to integrate sales channels so as to facilitate customeraccess to the products distributed using the multi-channel approach.In order to reach greater numbers of users and facilitate contact, thetraditional communication tools of Group companies are accompanied byon-line methods such as the internet, contact centres and applications forsmartphones and tablets.To facilitate the sharing of expertise between Group companies, customercentricinitiatives have been developed, targeted at creating productsand services able to satisfy the spoken and unspoken needs of customers,such as the Customer as an asset programme and the activities ofinnovation teams.The Group pays particular attention to dialogue with clients. The surveysconducted in 2012 showed a good level of customer satisfaction,remaining generally stable compared to previous surveys. The analysis ofclient/consumer expectations and the reasons behind their decisions isthe starting point for developing and adding to the product range, internalorganizational processes and communication.In order to contribute to the economic development of the poorestmembers of society and to provide access to insurance products tothose who would otherwise be excluded from the market, the GeneraliGroup has developed microinsurance projects in in Brazil, Colombia,Guatemala and India, for a total of roughly 218,000 insured individuals.Number ofinsurance clients: 41.7millionNumber of bankclients:1.5millionNumber of policies:79.3 millionPayments for non-life claims:10.7billion eurosPayments for life policies:14.3 billion eurosat a glance | 15