The Group views customer relations management as the key to customer satisfaction.
It organises special training courses in classroom and e-learning format for
its sales force to ensure delivery of the expected standards of service. Dedicated
communication tools such as the Internet, Intranet, periodic publications and
circulars, which set out business guidelines, have also been implemented. The
guidelines enforce compliance with insurance broker regulations, with particular regard to the adequacy principle, and to the principle
on the distribution of financial and insurance products, including remote sales.
Reference is also made to the Group Ethical Code, reminding the networks to apply the general principles set out therein.
Contractual relations and customer communications must comply with the principles
of fairness, honesty, professionalism, transparency and cooperation in searching for the most suitable solutions to their needs. Complete, transparent
and understandable information must be provided during pre-contractual negotiations
to enable the customer to make an informed decision based on the quality of the
products and services offered.
Sales agents must be impartial in their dealings with potential customers and ensure that personal benefits
do not influence their conduct or affect independence of judgement.
Sales network management structures monitor the degree to which regulations are applied, regularly checking customer reports
collected during routine shadowing operations and random inspections. Some Group
Companies impose sanctions that vary in severity in the event of irregularity or breach of the code of conduct, which in the worst
case scenario can lead to termination of contract.
