Sustainability Report 2012 - Generali Versicherung AG

Over the last few years, various road traffic initiativeshave also been carried out within the Generali Group.In Italy, in order to act on the behavioural patterns ofyoung drivers, the Associazione Nazionale ImpreseAssicuratrici (ANIA), the Traffic Police and consumergroups signed the Patto per i giovani initiative, supportedby Group companies which provide discounted ratesfor young people in certain age brackets who agreeto comply with the code of conduct established in thepolicy. The Italian Group companies are also part of theFondazione per la Sicurezza Stradale (FSS) - establishedwithin ANIA on a voluntary basis by insurance companies -which carries out traffic risk prevention activities, promotingthe education of responsible driving. To this end, the websitewww.smaniadisicurezza.it includes a driving simulator withvirtual routes which teaches users how to anticipate thedangers of the road. At the end of 2012, the Foundationlaunched Pensaci, a new social communication campaignthat sends reminders about the responsibility of drivers. It isan invitation to reflect on the fact that dangerous behaviourcan lead to accidents affecting both the driver and others.In Germany, Generali Versicherung, the industryassociation Gesamtverband der DeutschenVersicherungswirtschaft (GDV) and thecommittee of the German road safety DeutscherVerkehrssicherheitsrat e.V., work together oninitiatives to raise awareness about traffic risks.In Spain, the Group participates in a project run by thenational trade association Unión Española de EntidadesAseguradoras y Reaseguradoras es la AsociaciónEmpresarial del Seguro (UNESPA) to provide clear productinformation. The Group also works with the associationby supporting road safety campaigns and participating inresearch programmes sponsored by the Centro Zaragoza,UNESPA’s research institute for vehicle repair and safety.SERVICE POLICIESGenerali Group’s commitment to increasing customersatisfaction levels is also reflected in the continuousdevelopment of solutions and initiatives to improve the servicesit provides. The Group continuously checks the initiativesimplemented by analysing processes and monitoring activitiesin order to identify the areas for improvement.In order to consistently maintain a high quality service that isattentive to the needs of the customer, the Group provides:• simplified access to products and services;• clear and transparent information on the services itprovides, in accordance with professional ethics;• appropriate and comprehensive advice throughout thevarious stages of the contractual relationship;• timely responses to any anomaly reports.In recent years, the Group’s range of traditionalcommunication tools has been expanded to include theinternet and contact centres, allowing a greater numberof users to be reached and making it easier communicate.All Group companies have created and are constantlyupdating their own websites which, depending onthe type of products, offer different functionality andapplications.The websites of the main Group companies provide:• search tools to identify the agencies and settlementoffices by area, bank branches and details of the maincontact channels for the customer;• information on products, cover and operations;• glossary, contractual terms with explanatory notesand a section dedicated to frequently asked questions(FAQs);• latest stock prices and the performance of shares,managed funds and indices.In addition, the websites of some companies also offer:• information on claims handling procedures;• specific applications for submitting claim reports withphotographs and useful information on local authorizedbody shops;• estimate calculators and simulations of supplementarypension products;• online payment of insurance policies;• insurance and/or legal advisory services;• possibility to download apps for smartphones andtablets that allow clients to integrate the servicesoffered by the website with the functionality accessiblethrough these mobile devices;• member areas where clients can manage their owninsurance or banking details. The absolute securityand confidentiality of data and transactions is ensuredby an access system with a user ID and personalisedpassword.In 2012, in Italy, Assicurazioni Generali’s Web Project,in addition to carrying out a complete graphical andfunctional redesign of the website www.generali.it,developed a joint initiative with 643 agencies, focusingon the following objectives: to give direct online visibilityto all agencies, each of which will have their ownpersonalised member area; to improve the provision ofadvice and assistance by the sales staff; to increasecustomer loyalty by means of immediate access torelevant information and new services offered and; toprovide useful support tools to agencies to facilitateadministrative tasks. In Germany, the CosmosDirektwebsite has been updated to include a dedicatednavigation technical support section and Centralintroduced a section including a search tool to identifypharmacies in the local area. In the Czech Republic,Cˇeská Pojišt'ovna has enhanced its members area90 | Assicurazioni Generali - Sustainability Report 2012