Sustainability Report 2012 - Generali Versicherung AG

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SALES FORCEBarcolana, Trieste, Italy68 | Assicurazioni Generali - Sustainability Report 2012
Committedto innovation anddiversification in distribution,the Generali Group adoptsa business model thatrevolves around clientsand their needs.Sales policyIn order to achieve its fundamental goal of customer satisfaction, the Group aimsat high-quality products and services that are constantly updated to meet newneeds and expectations, as set out in the operational objectives established inthe Charter of Sustainability Commitments of the Generali Group. The definitionof these commitments demonstrates the Group’s approach to continuousimprovement, which also includes the definition of tools to manage relationshipswith all stakeholders, such as the Code of Conduct. This document defines therules of conduct for all employees and, as illustrated in the introduction, alsoapplies to third parties acting on behalf of the Group, such as the sales forces.COMMUNITY | 69
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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
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 32 and 33: EngagementDuring the hearing before
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: To foster greater staff involvement
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
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Sports areaGenerali regards sport a
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ENVIRONMENT ANDCLIMATE CHANGEOilsee
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In order to pursue the abovemention
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DIRECT ENVIRONMENTAL IMPACTThe data
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Electricity quota from renewable so
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PaperPaper consumption3530252015105
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WaterWater consumption (m 3 )-0.4%3
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In all countries, IT waste, compris
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Flight kilometres travelled by empl
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The increase in exposure to climate
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EXPENDITURES AND INVESTMENTSFOR ENV
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ENVIRONMENTAL RANKINGGenerali’s a
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CONTENTINDEXParis - France
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REPORTEDGLOBALCOMPACTPRINCIPLESCROS
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GLOBALREPORTED COMPACTPRINCIPLESful
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REPORTEDGLOBALCOMPACTPRINCIPLESCROS
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GLOBALREPORTED COMPACTCROSS-REFEREN
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GRIINDICATORSDESCRIPTIONASPECT: Div
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GRIINDICATORSDESCRIPTIONSOCIETYDisc
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GRIINDICATORSDESCRIPTIONASPECT: Pub
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GRIINDICATORSDESCRIPTIONASPECT: Cus
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GRIINDICATORSFS3. CoreDESCRIPTIONPr
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Co-ordination:Corporate Social Resp
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Sustainability Report 2012 - Generali Versicherung AG

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