Sustainability Report 2012 - Generali Versicherung AG
Sustainability Report 2012 - Generali Versicherung AG Sustainability Report 2012 - Generali Versicherung AG
Surveys on servicesGERMANYOnline surveys of clients andconsumers were conducted toidentify areas of the company’swebsite that require improvementfrom a navigation perspective.SWITZERLANDSurveys conducted among 464internet users made it possibleto identify and deepen ourunderstanding of consumerexpectations in relation to newtechnologies in the motor segment.ITALYA survey was conducted on530 customers to understandconsumer preferences withregard to the various contactchannels made available bythe company and, also with aview to improving the servicesoffered, 600 clients weresurveyed whose claims hadbeen settled to identify theirpreferred payment methods. Inaddition, Genertel conductedan analysis of the functionalityof the smartphone andtablet applications involvingrespondents that travel on aregular basis.AUSTRIAAbout 1,200 consumersparticipated in a survey toidentify their service needsin relation to the use andpurchase of a vehicle, theuse of electric vehicles andthe installation of securitysystems.In 2012, a number of surveys were conducted that specifically aimed at understanding the needs, desires andbehaviours of specific groups of clients/consumers in order to develop new products and services with thesegroups in mind. Of particular importance is the survey conducted in France on the needs and expectations ofwomen in terms of life insurance policies and their related benefits, involving 403 women aged between 18 and65 years. The survey revealed important considerations for health insurance programmes. In Switzerland, a paperbasedquestionnaire was prepared for clients and consumers in the 50+ age bracket to assess their difficulties inunderstanding pension products in order to make them easily accessible to everyone and to improve communication.96 | Assicurazioni Generali - Sustainability Report 2012
GENERALI GROUP BUSINESS SECTORSThe total number of clients in the Sustainability Report area is estimated at almost 44 million, including 41.7 millioninsurance clients and over 1.5 million banking clients.Insurance businessInsurance clients (thousand)5040302010010,500 10,3504,050 4,1505,900 5,80013,600 13,600ITALY AUSTRIA FRANCE GERMANY CZECHREPUBLIC2011 20124,500 4,400 2,200 2,250 1,050 1,15041,800 41,700SPAINSWITZERLANDTOTALIn 2012, the number of clients remained generally stable, decreasing in Italy (-1.4%), France (-1.7%) and the Czech Republic (-2.2%) andincreasing in Austria (2.5%), Spain (2.3%) and especially in Switzerland (9.5%).The share of Group insurance clients that are medium to large companies remained stable at 3.9%, with a higher incidence in Switzerland(6.9%) and Italy (6.5%) and negligible values in France and Spain.Number of clients by line of businessCountry Life Health Motor Other non-life lines2011 2012 2011 2012 2011 2012 2011 2012Italy 3,800,619 3,783,604 249,904 225,596 4,757,939 4,642,799 3,680,841 3,605,700Austria 738,237 782,890 409,399 438,207 722,961 746,855 2,974,297 3,073,265Czech Republic 1,909,557 1,817,183 361,554 318,496 1,410,289 1,382,882 2,292,591 2,297,935France 1,284,863 1,298,732 541,054 536,682 1,775,083 1,714,295 2,832,930 2,749,518Germany 6,954,994 7,082,314 2,356,582 2,332,072 2,019,335 2,061,812 6,588,036 6,503,829Spain 596,870 699,712 72,196 76,733 832,347 946,065 1,239,768 1,341,655Switzerland 462,831 472,511 9,343 9,702 308,823 305,693 447,735 458,800TOTAL 15,747,971 15,936,946 4,000,032 3,937,488 11,826,777 11,800,401 20,056,198 20,030,702incidence % 30.5% 30.8% 7.7% 7.6% 22.9% 22.8% 38.8% 38.7%The total number of clients by line of business (LoB) is greater than the total number of clients, as some clients may have taken outmultiple policies with Group companies to cover different risks.The life LoB remains the highest in terms of client numbers, growing by 1.2% in 2012. The number of clients in the health LoB decreasedoverall (-1.6%) despite good growth in Austria (+7%), Spain (+6.3%) and Switzerland (+3.8%), while numbers in the motor and non-lifeLoB remained substantially stable.Client numbers increased mainly in Spain, in all LoB and with particularly high peaks in the life (+17.2%) and motor (+13.7%) LoB, andin Austria, especially in the life (+6%) and health (+7%) LoB. Conversely, client numbers fell in the Czech Republic, especially in the life(-4.8%) and health (-11.9%) LoB, and to a lesser extent in Italy, with a peak of 9.7% in the health LoB.CLIENTS | 97
- 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 and 70: To foster greater staff involvement
- Page 71 and 72: Committedto innovation anddiversifi
- 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 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
- Page 120 and 121: Sports areaGenerali regards sport a
- Page 122 and 123: ENVIRONMENT ANDCLIMATE CHANGEOilsee
- Page 124 and 125: In order to pursue the abovemention
- Page 126 and 127: DIRECT ENVIRONMENTAL IMPACTThe data
- Page 128 and 129: Electricity quota from renewable so
- Page 130 and 131: PaperPaper consumption3530252015105
- Page 132 and 133: WaterWater consumption (m 3 )-0.4%3
- Page 134 and 135: In all countries, IT waste, compris
- Page 136 and 137: Flight kilometres travelled by empl
- Page 138 and 139: The increase in exposure to climate
- Page 140 and 141: EXPENDITURES AND INVESTMENTSFOR ENV
- Page 142 and 143: ENVIRONMENTAL RANKINGGenerali’s a
- Page 145 and 146: CONTENTINDEXParis - France
- Page 147 and 148: REPORTEDGLOBALCOMPACTPRINCIPLESCROS
GENERALI GROUP BUSINESS SECTORSThe total number of clients in the <strong>Sustainability</strong> <strong>Report</strong> area is estimated at almost 44 million, including 41.7 millioninsurance clients and over 1.5 million banking clients.Insurance businessInsurance clients (thousand)5040302010010,500 10,3504,050 4,1505,900 5,80013,600 13,600ITALY AUSTRIA FRANCE GERMANY CZECHREPUBLIC2011 <strong>2012</strong>4,500 4,400 2,200 2,250 1,050 1,15041,800 41,700SPAINSWITZERLANDTOTALIn <strong>2012</strong>, the number of clients remained generally stable, decreasing in Italy (-1.4%), France (-1.7%) and the Czech Republic (-2.2%) andincreasing in Austria (2.5%), Spain (2.3%) and especially in Switzerland (9.5%).The share of Group insurance clients that are medium to large companies remained stable at 3.9%, with a higher incidence in Switzerland(6.9%) and Italy (6.5%) and negligible values in France and Spain.Number of clients by line of businessCountry Life Health Motor Other non-life lines2011 <strong>2012</strong> 2011 <strong>2012</strong> 2011 <strong>2012</strong> 2011 <strong>2012</strong>Italy 3,800,619 3,783,604 249,904 225,596 4,757,939 4,642,799 3,680,841 3,605,700Austria 738,237 782,890 409,399 438,207 722,961 746,855 2,974,297 3,073,265Czech Republic 1,909,557 1,817,183 361,554 318,496 1,410,289 1,382,882 2,292,591 2,297,935France 1,284,863 1,298,732 541,054 536,682 1,775,083 1,714,295 2,832,930 2,749,518Germany 6,954,994 7,082,314 2,356,582 2,332,072 2,019,335 2,061,812 6,588,036 6,503,829Spain 596,870 699,712 72,196 76,733 832,347 946,065 1,239,768 1,341,655Switzerland 462,831 472,511 9,343 9,702 308,823 305,693 447,735 458,800TOTAL 15,747,971 15,936,946 4,000,032 3,937,488 11,826,777 11,800,401 20,056,198 20,030,702incidence % 30.5% 30.8% 7.7% 7.6% 22.9% 22.8% 38.8% 38.7%The total number of clients by line of business (LoB) is greater than the total number of clients, as some clients may have taken outmultiple policies with Group companies to cover different risks.The life LoB remains the highest in terms of client numbers, growing by 1.2% in <strong>2012</strong>. The number of clients in the health LoB decreasedoverall (-1.6%) despite good growth in Austria (+7%), Spain (+6.3%) and Switzerland (+3.8%), while numbers in the motor and non-lifeLoB remained substantially stable.Client numbers increased mainly in Spain, in all LoB and with particularly high peaks in the life (+17.2%) and motor (+13.7%) LoB, andin Austria, especially in the life (+6%) and health (+7%) LoB. Conversely, client numbers fell in the Czech Republic, especially in the life(-4.8%) and health (-11.9%) LoB, and to a lesser extent in Italy, with a peak of 9.7% in the health LoB.CLIENTS | 97
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