Sustainability Report 2012 - Generali Versicherung AG

of pre-packaged solutions. As part of the project,an innovative approach to supplementary pensionschemes was identified by providing simple, flexibletools that give the customer clear and comprehensiveinformation, versatile payment methods and multiplecontact channels.• Family feeling: this project resulted from a survey of newfamilies and their lifestyles as seen through the eyes ofthe customer. During the survey evaluation process,the concept of family was considered extensively,encompassing the specific natures of traditional,cohabiting (premarital, de facto and same-sex families),single-parent and multi-ethnic families. In the approachadopted, the customer is no longer considered asa single individual but is viewed in a broader senseas part of a family: thus, in light of this new context,the customer’s protection needs also change, withmutuality and trust becoming more important.• Social insurance: this project is the result of theobservation of the current economic environment,the need for transparency expressed by consumersand the existence of new technologies that offeropportunities to build a virtual network consisting of realmembers. On this basis, the working group is studyingthe sharing and communication possibilities offered bysocial networks in order to develop innovative and selfmanagedsettlement systems which promote simplicity,clarity and transparency as the founding pillars ofinnovation with regard to products and processes.• Women project: this innovation project was establishedfollowing the results of the Observatory on the situationof women and insurance in France. As part of theFrench initiative, carried out as a result of the decision ofthe European Community to abolish gender differenceswith regard to the prices of insurance products, theexpectations, perceptions and especially the needsof women in the current context were measured inorder to understand the selection criteria for insurancecoverage. The working group has undertaken todetermine whether the conclusions recorded by theObservatory are the same in other European countriesin order to identify potential similarities that would allowa study of global insurance solutions for the currentand future needs of women.ENGAGEMENT OF CLIENTSThe Group pays particular attention to dialogue withclients and analysing of the results of the numeroussurveys it conducts on a regular basis. The surveysrelating to brand perception and customer satisfactionwith the products and services offered, as well as surveyson client/consumer expectations and the reasons behindtheir decisions, are the starting point for developing andadding to the product range, internal organizationalprocesses and communication.Surveys aimed at identifying the level of customer satisfactionat the various stages of the relationship are conducted by allGroup companies. Telephone interviews are usually carriedout with frequencies ranging from monthly, as in Switzerland,to once every three years, in the case of Austria. The surveysconducted in 2012 showed a good level of customersatisfaction, remaining generally stable compared toprevious surveys, while in Germany, satisfaction levelsincreased. Switzerland was the only country to record adecrease in satisfaction, which resulted in action being takenin the following areas of concern identified: response times,complaints management and advisory services.Europ Assistance companies are particularly active in thearea of client dialogue, partly due to the specific nature oftheir business and the manner in which it is conducted. Ona monthly basis, the Europ Assistance companies conductinterviews with representative samples of clients that haveused the support services. The satisfaction index for thesecompanies was high in all countries considered. Specifically,satisfaction levels increased in Spain and Italy where, in thesecond half of the year, online and telephone interviews wereconducted in relation to the on-demand services provided,which recorded a 92% customer satisfaction rate. In France,the surveys revealed a satisfaction level of over 80% for allservices (medical assistance - 84%, roadside assistance -86%, and home and family assistance - 85%), identifyingwaiting times and client communication as among the criticalissues to be resolved.In 2012, a survey of support services was also conductedamong Cˇeská Pojišt'ovna clients in the Czech Republicwhich showed a satisfaction rating of 78%, an increasecompared to previous surveys.Generali Group companies regularly conduct customersatisfaction surveys on claims management andsettlement services, which represent a critical momentand a particularly important one with regard to customerrelationship management. In Italy, monthly surveys areconducted with clients who were involved in an accidentand whose claims have been settled in the previousmonths, the results of which have identified consistentlygood satisfaction levels; similar results have been found ininterviews conducted annually in both Austria and Spain.Satisfaction levels were higher than in previous surveysconducted in the Czech Republic by Česká Pojišt'ovna andGenerali Pojišt'ovna, both with regard to the managementof motor accidents and the settlement of claims.Brand perception surveysSurveys on the perception of the brand, company imageand advertising are conducted in all countries. Surveysare conducted on consumers drawn from representativepopulation samples, generally selected by age and94 | Assicurazioni Generali - Sustainability Report 2012