EngagementDuring the hearing before the Environmental Commissionsof the Chamber of Deputies on 29 November <strong>2012</strong>, aspart of the survey on seismic safety in Italy, the GroupChief Insurance Officer stated that a mandatory or semimandatorysystem should be introduced, with tax breaksfor subscribing policies, in which the government shouldSacred Convent of Assisi, Restoration of Frescoes by Giotto, Italyplay the role of ultimate reinsurer, intervening to supportthe market should extreme events occur. The Group CIOalso pointed out that the repeated calamities in Italy inthe last few years are changing people’s mentality andcreating greater awareness of the need to protect oneselffrom the consequences of these events. However, thisphenomenon still has to take a strong hold, and thepersistent economic crisis is an obstacle to the use ofinsurance. <strong>Generali</strong> has, however, begun to marketearthquake coverage, which is sold together with firecoverage in home policies.STRATEGYIn the second half of <strong>2012</strong>, <strong>Generali</strong> faced an in-depthreview of its operationel and financial strategy toidentify the Group’s areas of excellence and areas forimprovement to be focused on in the strategic plan for2013-2015.The <strong>Generali</strong> Group’s strategy for the next three years isbased on several strengths:• a very strong brand, both in Italy and abroad;• a widespread, diversified international presence,with several hubs of excellence in both mature andemerging markets;• a total amount of premiums and assets which placesthe Group among the top insurance groups in theworld;• consolidated leadership in the life segment and solidperformance in the non-life segment.Starting from these strengths, the Group is dedicated todeveloping a strategy based on three fundamental criteria:discipline, simplicity and focus on the fundamentals ofthe insurance business.The goal is to steer the Group with a clear approachto increasing the profitability of the insurance businessmanagement and creating value, with a sharp focuson capital and its optimum allocation, as well as ongenerating cash flow for the business.excellencein managingdistributionchannelscustomercentricitystrengtheningGroupgovernanceFUNDAMENTALELEMENTSOF THESTRATEGYoptimisingcapital solidityrationalisingthe geographicfootprintimproving theperformance ofthe life businessand increasingoperations in thenon-life businessstrengtheningthe operationalmodel30 | Assicurazioni <strong>Generali</strong> - <strong>Sustainability</strong> <strong>Report</strong> <strong>2012</strong>For in-depth information, consult theManagement <strong>Report</strong> and ConsolidatedFinancial Statements <strong>2012</strong>, available on thewebsite www.generali.com/Investor Relations
POLICIES AND MAN<strong>AG</strong>EMENT TOOLSOn 14 December <strong>2012</strong>, the Parent Company’s Board ofDirectors approved the new Code of Conduct, whichreplaced the pre-existing Ethical Code of the <strong>Generali</strong>Group, becoming the main reference guide for the Group’ssocial responsibility policies. In fact, the document refersto the fundamental principles which <strong>Generali</strong> drawsinspiration from, the principles of correctness andintegrity first and foremost, and explicitly outlines thecommitments undertaken by the Group in the field ofsustainability. The Code of Conduct defines the minimumstandards of conduct that employees and third partiesoperating on behalf of the Group, e.g. agents, suppliersand consultants, are required to observe. To this end,the role assigned to persons within the organisation whohold positions of responsibility should be pointed out,who are required to engage in exemplary behaviour andpromote a culture of ethical conduct which conforms tothe rules within the respective spheres of competence.The new Code is designed as a tool for practical andconstant consultation and, for this purpose, also includesexplanatory notes and concrete suggestions.In order to ensure the most accurate roll-out of the rulesof the Code within the company environment, said codeis supplemented by a system of Group Rules, issued bythe Group CEO.In terms of the contents of the Code of Conduct, ofparticular note is the considerable attention focused onpromoting diversity with a view to ensuring inclusion,transparency and truthfulness in direct communicationswith all stakeholders, on the management of conflicts ofinterests and the fight against corruption, bribery, moneylaundering and terrorism financing.In order to ensure compliance with the Code, theGroup encourages anyone to report conduct engagedin by employees or by third parties operating on behalfof the Company (agents, suppliers, consultants, etc.)that they, in good faith, deem to be inappropriate,ensuring the reporting party is protected from any kindof reprisal. In order to overcome any remaining qualmsover reporting events which may potentially endangerthe Group’s business affairs and reputation, reports canalso be sent anonymously, unless prohibited by locallaw. Two Group reporting channels have been set up,which operate alongside already existing local channels:e-mail (concerns.co@generali.com) and post (GroupCompliance - Business Integrity - Via Machiavelli 3,34132 Trieste). The <strong>Generali</strong> Group Compliance Helplineis due to go online, a dedicated line accessible via phoneor web and managed by an external specialised andindependent supplier.As already stated, the Ethical Code of the Group remainedin force until December <strong>2012</strong>; therefore, any reports ofbreaches during the year were managed in applicationof the provisions contained therein. In particular, theCorporate Social Responsibility department receiveda total of two reports of breaches of the Ethical Code:the first, sent by a client, related to an alleged lack ofcorrectness, while the other, sent by an employee,concerned an alleged instance of discrimination.Based on the investigation results, both were, however,considered to be without grounds. Lastly, a reportreceived in 2011 is still pending.The Code of Conduct is available on thewebsite www.generali.com/<strong>Sustainability</strong>Some documents issued prior to the publication of theCode of Conduct remain in force, which govern specificaspects.The first is the European Social Charter of the <strong>Generali</strong>Group, adopted by the Parent Company in 2006 anddrafted in collaboration with the European Works Council(EWC). The document reconfirms the guiding principleson the protection of collaborators and, more generally, theGroup’s image, valid in all member states of the EuropeanUnion in which the Group operates.The aspects that characterise the contents of thedocument are full respect for the fundamental minimumrights of collaborators; the promotion of social dialoguebetween management and workers’ representatives;the search for better strategies for the management,protection and enhancement of human resources;compliance with trade union rights and workers’representation, as well the exercise of the associatedfunctions.The European Social Charter of the <strong>Generali</strong>Group is available on the websitewww.generali.com/CareersThe Ethical Code for suppliers of the <strong>Generali</strong> Group,approved by the Parent Company’s Board of Directorsin December 2011, sets out the general principles thatmust form the basis of valuable relations with contractualpartners.In this document, the Group guarantees its suppliersconduct characterised by correctness, transparencyand confidentiality, asking them to align themselves withthe company policies when carrying out their activitiesand ensuring their compliance also at all levels of therespective supply chains.the group | 31
- Page 4 and 5: Sustainability Report 2012A complet
- Page 6 and 7: Chairman and Group CEOletter to the
- Page 9 and 10: sustainability context and complete
- Page 11: FRANCEE-Cie Vie S.A.Europ Assistanc
- Page 14 and 15: at a glanceEMPLOYEESEmployee polici
- Page 16 and 17: at a glanceFINANCIALCOMMUNITYIn a y
- Page 18 and 19: at a glanceSUPPLIERSThe Generali Gr
- Page 20: at a glanceENVIRONMENT ANDCLIMATE C
- Page 23: IndexTHE GROUP 24Mission, vision, v
- Page 26 and 27: thE group79,454employees69.6billion
- Page 28 and 29: MISSION, VISION, VALUES AND COMPETE
- Page 30 and 31: CORPORATE BODIESBoard ofStatutoryAu
- Page 34 and 35: The Code includes the introduction
- Page 36 and 37: In Italy, the Group Anti-money Laun
- Page 38 and 39: In order to make innovation an inte
- Page 40 and 41: The Generali Group is committed to
- Page 42 and 43: ADHESION TO EXTERNALVOLUNTARY INITI
- Page 45 and 46: STAKEHOLDERsPrague - Czech Republic
- Page 47 and 48: Human resources arethe Group’s fu
- Page 49 and 50: mobility, coaching programmes and p
- Page 51 and 52: Reliability. In addition, the sloga
- Page 53 and 54: In Italy and France, when returning
- Page 55 and 56: normally have the option, often gua
- Page 57 and 58: HEALTH AND SAFETY IN THEWORKPLACETh
- Page 59 and 60: Emirates, the Philippines, Guatemal
- Page 61 and 62: SIZE AND CHARACTERISTICS OF THE WOR
- Page 63 and 64: On average, a third (33.4%) of posi
- Page 65 and 66: Workforce by age bracket2011 2012 2
- Page 67 and 68: Labour disputesNumber and value of
- Page 69 and 70: To foster greater staff involvement
- Page 71 and 72: Committedto innovation anddiversifi
- Page 73 and 74: SIZE AND CHARACTERISTICS OFTHE SALE
- Page 75 and 76: DIRECT CHANNELS, with no intermedia
- Page 77 and 78: Satisfaction surveys on services pr
- Page 79 and 80: Along with thecommitment to strengt
- Page 81 and 82: FINANCIAL AND SUSTAINABILITY PERFOR
- Page 83 and 84:
RatingRating agencyRating*A.M.BestA
- Page 85:
Main meetings with analysts and inv
- Page 88 and 89:
PRODUCT POLICIESCustomer loyalty is
- Page 90 and 91:
Products with particular environmen
- Page 92 and 93:
Over the last few years, various ro
- Page 94 and 95:
• fill out questionnaires with a
- Page 96 and 97:
of pre-packaged solutions. As part
- Page 98 and 99:
Surveys on servicesGERMANYOnline su
- Page 100 and 101:
Percentage of clients by age bracke
- Page 102 and 103:
Change in number of claims2009-2012
- Page 104 and 105:
Change in numberof complaints recei
- Page 106 and 107:
SUPPLIERSKarolinen Karee, Munich, G
- Page 108 and 109:
Relationships with contractual part
- Page 110 and 111:
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 162 and 163:
GRIINDICATORSDESCRIPTIONASPECT: Cus
- Page 164 and 165:
GRIINDICATORSFS3. CoreDESCRIPTIONPr
- Page 168:
Co-ordination:Corporate Social Resp