Generali Group’s commitment to increasing the level of customer satisfaction is also reflected in the continuous development of solutions and initiatives
to improve the services it provides. It analyses processes and monitors activities
to continuously check the initiatives it has implemented, with the aim of identifying
areas of improvement.
To maintain consistently high quality standards of service, focusing on client
needs, the Group provides:
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simple access to products and services;
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clear and transparent information on the services it provides, in line with professional
ethics;
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adequate and comprehensive advice at the various stages of contractual relations;
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timely response to anomaly reports.
Service development and innovation aims to simplify communication with the public
and to integrate channels so as to facilitate client access to the products distributed
by different means.
In recent years, the range of traditional communication tools available to Group
companies has been expanded to include the internet and call centre channels, which reach out to a greater number of users and make contact easier.
All companies have successfully increased public access to their products and
services by developing and continuously updating their website, which has a range of different functions and applications, depending on the
type of service being provided. The majority of website pages have been designed
in accordance with the main W3C (World Wide Web Consortium) accessibility guidelines.
In most Group companies, the multi-channel approach includes an additional contact
tool: the call centre. Companies use the telephone service to provide their clients with remote support
and longer opening hours, which may extend through the night for emergency response
cover (roadside assistance, healthcare and household emergency cover).
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