GRI Product Responsibility

GRI INDICATORS DESCRIPTION REPORTED GLOBAL COMPACT PRINCIPLES CROSS-REFERENCE/DIRECT ANSWER
FS15. Core Policies for the fair design and sale of financial products and services.
fully
Emerging needs, the results of market analyses and any new features introduced through laws are considered when developping, distributing and providing products and services. These elements have led to the introduction of products with particular social and environmental value and the use of new channels at the service of customers. Moreover, sales force is constantly and adequately trained in order to garantee the quality of the services provided by the Group.
ASPECT: Customer health and safety
PR1. Core Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures.
not 1
Products/services impacting on health and safety are not distributed/provided.
PR2. Additional Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services, by type of outcomes.
not 1
Products/services impacting on health and safety are not distributed/provided.
ASPECT: Product and service labelling
PR3. CoreType of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.
not8Products and services are not labelled.
PR4. Additional Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes.
not8Products and services are not labelled.
PR5. Additional Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.
fully 
FS16. CoreInitiatives to enhance financial literacy by type of beneficiary.fully 
ASPECT: Marketing communications
PR6. CorePrograms for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship.
fully
Corporate identity activities respect the fundamental ethical values, maintaining the veracity of its contents and repudiating the use of coarse or offensive messages, in keeping with the provisions in the Code of Conduct of the Generali Group and the directives issued by the relevant control authorities. The graphics and content of advertising material produced by the marketing or sales departments are examined by the Corporate Identity unit in order to identify any statements that could lead to misunderstandings regarding the characteristics of the product or service. The advertising material is then validated by the legal department, which assesses the compliance of the commercial message with existing legislation, the rules dictated by the supervisory board, the basic principles enshrined in the Code of Conduct and the provisions of other self-regulatory codes. At the end of 2013 the first version of the new Brand Book was released, with the aim of ruling and coordinating the main communication tools according to the principles of consistency and uniformity in style to be applied to all Group companies having the Generali brand.
The Generali Group reviews codes and voluntary standards when necessary.
The Generali Group does not sell products that are banned in certain markets or the subject of stakeholder questions or public debate.

PR7. AdditionalTotal number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship, by type of outcomes.
fully
In 2013 no incidents of non-compliance with regulations or voluntary codes were reported concerning marketing communications of Group companies.
ASPECT: Customer privacy
PR8. Additional
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.fully 1
In 2013 insurance companies in the main countries where the Group operates received from clients and recognized as legitimate 382 complaints regarding breaches of customer privacy. Reasons lain in 22 leaks, 4 thefts and a loss of customer data as well as in 355 undesired commercial communications, improper data transmission and incorrect use of data.
In Italy, France, Germany and Spain also the Privacy Authorities guaranteeing the protection of personal data and similar regulatory bodies recognized as legitimate 13 complaints from clients about undesired commercial communications and incorrect use of data.

ASPECT: Compliance
PR9. Core  Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.
fully
In 2013, 124 fines amounting to about 768,000 euro were issued to the insurance companies in the main countries where the Group operates for non-compliance of products and services with laws and regulations in force at various levels: local, regional, national and international.
Assicurazioni Generali S.p.A. - C.F. e P.IVA 00079760328