Complaints and disputes

Each Group company manages complaints by applying their own internal procedures in accordance with current legislation in the countries where they operate.

Client appreciation is underscored by the low number of complaints.

Insurance complains

	Received		Accepted		Rejected		outstanding		Accepted/Received
*	2009	2010	2009	2010	2009	2010	2009	2010	2009	2010
IT	25,552	30,804	9,982	11,150	14,004	17,345	1,566	2,309	39.1%	36.2%
AT**	508	1,009	446	936	62	46	0	27	87.8%	92.8%
FR	2,560	3,048	810	1,079	1,676	1,847	74	122	31.6%	35.4%
DE	59,021	76,105	34,796	46,056	23,520	29,506	705	543	59.0%	60.5%
ES	2,212	3,182	869	977	1,299	2,187	44	18	39.3%	30.7%
CH	80	86	22	28	51	56	7	2	27.5%	32.6%
Tot.	89,933	114,234	46,925	60,226	40,612	50,987	2,396	3,021	52.2%	52.7%

* IT=Italy; AT=Austria - ** data refer only to Generali Versicherung; FR=France; DE=Germany; ES=Spain; CH=Switzerland.

In 2010, the insurance companies included in Sustainability Report area received on average 14.7 complaints out of 10,000 policies. The figure dropped to 7.8 out of 10,000 if only accepted complaints are considered, i.e. those recognised on further investigation as being founded. The majority of complaints concern life policies, followed by motor policies.

The total number of complaints received by the banks, numbering 9,470, fell by 17.2% compared to 2009.

As at 31^st December 2010 in countries included in the Sustainability Report area, the Group was involved in 123,938 disputes relating to its insurance business and 724 disputes relating to bank business, which remain pending.

In 2010, neither the EU nor the national antitrust authorities took any measures against Group companies.

The insurance regulators issued fines totalling almost 9.7 million euros to Group companies. The majority of fines were given to Italian companies, which attracted fines of more than 7.9 million euros for breaches of claim-settlement regulations, especially in motor TPL claims.

During 2010, no Group bank was fined by the national banking supervisory body, but the Banca Generali Group was fined by insurance regulator ISVAP following administrative proceedings arising from a supposed failure to notify the authority of the merger of Banca del Gottardo Italia S.p.A. (an insurance broking firm recorded in section D of the Insurance Brokers’ Register) and Banca BSI Italia S.p.A.. Cross-examination was completed in 2010, and the minimum fine was imposed and subsequently paid in January 2011.

last update on 01-08-2011 11:53