Sustainability Report 2012 - Generali Versicherung AG

A sales force of 82,247 operate in the agencies,composed of:• 18,818 agents (21,320 in 2011), mainly entrepreneursand primarily one-firm agents (14,933), meaningagents who distribute solely products from Groupcompanies. Multi-firm agents, totalling 3,885, operatemainly in Germany. They totalled 631 in Italy, and mostbelong to the Europ Assistance distribution network.• In 2012, agent loyalty was strengthened, with anincrease in the percentage of agents with seniorityof more than 10 years, though the majority have lessseniority (67.7%).• 23,527 subagents (24,643), who, based onassignments from the agent, manage the business inspecifically defined parts of the agent’s allocated area,at their own risk and expense.• 24,943 self-employed agency workers (25,940), whofind new business for agents.• 14,959 sales force on payroll (15,539), who are directlyon the payroll of Group companies and mainly focuson the retail segment.Recruitment of the sales force involves selectionthrough the careful assessment of unsolicitedapplications, made in response to job postings or atcareers days i.e. career guidance days to put companiesin contact with students and graduates, and continueswith an internal process of career development, whichcan vary from several months to several years, and maylead to classification in the position of agent.Through bancassurance agreements, Groupcompanies expand the methods for contacting clients,also distributing insurance products through bankingnetworks. This channel is underdeveloped in relationto the market potential. However, given that it plays acrucial role in the multi-channel strategy adopted by theGroup, it will see sharp development in the near future,with the goal of satisfying all client preferences indicatedin terms of access methods. In 2012, in the SustainabilityReport scope, 145 agreements were operational, for atotal of 6,360 branches.Insurance products are also offered through othernetworks of intermediaries, which supplement thetraditional sales force. Specifically, approximately 47,900financial advisors and almost 30,000 brokers work forthe Group, in addition to more than 24,000 points ofsale, comprising travel agencies, tour operators, hotels,airline companies, car showrooms, car hire companiesand body shops, with whom partnership agreementshave been signed.With a view to increasing the efficiency and effectivenessof traditional channels and improving the qualityof service focused on client needs, in 2012 theDistribution Network Program was developed. Thisprogramme, coordinated by the Head Office, aims atsharing competencies and best practices within theGroup, and mainly concerns the one-firm agent andbancassurance networks. For agents, this programme isfocused in improving the operational models for networkmanagement (recruitment, training, and incentives) toincrease productivity through actions on the organisationand processes. For the bancassurance agreements,the initiative is aimed at both strengthening currentpartnerships, expanding distribution potential, andsearching for and assessing new potential partnershipsto develop additional agreements and identify the bestoperational methods, also to provide custom-madeoffers.SOS Children Village, Austria72 | Assicurazioni Generali - Sustainability Report 2012