Sustainability Report 2012 - Generali Versicherung AG

with new features that include the payment of policypremiums and claims reporting. Finally, in Spain,functionality has been added to allow the direct onlinepayment of premiums by credit card.In the banking sector, in 2012 Banca Generali inItaly enhanced the members area of its website withfunctionality aimed at protecting investments throughconditional orders that allow investors to limit their losses.The company also introduced the Secure Call service,which uses the latest and best technologies availableto combat computer fraud in the banking sector. InAustria, Generali Bank completely redesigned its websiteto make it more suited to the needs of its clients and,in Switzerland, BSI introduced a financial newsletter forclients.Alerta Vial (road warning), ArgentinaMost of the websites’ pages have been designed inaccordance with the main World Wide Web Consortium(W3C) accessibility guidelines.In the majority of the Group companies, the servicesavailable to clients are supplemented by an additionalmeans of contact: the call centre. This telephoneservice provides the client with remote support andextended opening hours, which may also be extendedthrough the night.The call centres provide the following:• information and assistance on products and theconditions applied;• insurance and financial advisory services;• information on after-sales services;• company website navigation support;• timely responses to reports of poor service.In addition, through this channel, some companies alsooffer:• estimates and/or quotation simulations;• assistance in completing the claim report and relateddocumentation;• provisions on current accounts and requests relating tocredit cards and debit cards;• securities trading.In 2012, in Italy, Genertel further expanded its rangeof services with the establishment of contact centresand the activation of the Easy Quote system, attachedto a database which, based on the date of birth of thepolicyholder and the licence plate of the vehicle, providesthe requestor with his/her insurance history and technicaldata relating to the vehicle. Finally, Genertel introducedthe Virtual Hold system, which reduces waiting timesfor customers calling from mobile phones by booking asubsequent consultation within a time window estimatedby the system and automatically communicated to thecustomer. Genertellife activated the following: an onlineinsurance chat facility, providing direct insurance adviceand ensuring visual recognition of the customer viaSkype, a communication method that reduces the timerequired to complete investment procedures requiredby anti-money laundering standards. In Germany,CosmosDirekt extended its co-browsing service, i.e.the support provided by simultaneous navigation, alsoin the meinCosmosDirekt platform, created to allow theclient to maintain their insurance profile autonomouslyand independently. In the Czech Republic, GeneraliPojišt'ovna implemented a telephone line supplementedby an email service which is dedicated to requestsfrom brokers. In Switzerland, BSI expanded its servicesoffered to clients by improving its portfolio and paymentoperations.In recent years, the changing needs of customers andcontinuous developments in mobile technology haveencouraged the Generali Group companies to developIT projects focused on making communication withcustomers more immediate and offering a servicethat is readily accessible in terms of space, time andfunctionality. In order to provide new contact toolsand to facilitate the operations of the sales networks,certain Group companies have developed applicationsfor smartphones and tablets that allow the user toperform certain insurance or bank-related tasks from amobile device.Using this method, the customer is able to:• report claims and submit the related documentation,including photographs;• locate the nearest authorized body shop;• request roadside assistance;• obtain useful information and updates on legislation;CLIENTS | 91