Generali SpA

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Best practices

GENERALI PERFORMANCE GLOBALE

Since 2006 Generali France has been offering small and medium-sized enterprises (SMEs) an innovative consulting service to support them in the assessment of business risk, which goes beyond traditional loss prevention services, integrating elements such as financial results and intangible assets like reputation and brand.

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This approach enables SMEs to better understand the global risks and increase their performance while focusing on the sustainable development of their business. The analysis is based on 60 criteria, half of which are related to social responsibility, allowing them to identify the company’s strengths and weaknesses. After an initial assessment of the business risk, companies are given a score out of 20 and if they receive at least 15/20, they are awarded the recently renamed label, Generali Performance Globale (originally Agir pour notre avenir), allowing them to benefit from discounts on insurance premiums and a support and development plan.

The plan is developed in collaboration with the intermediary (broker or agent): it has a duration of three months to one year and defines 20 improvement targets. The risk assessment criteria include supply chain management, knowledge of product and process quality standards, management of workplace health and safety and occupational diseases, energy and water consumption, waste management, customer care and complaints management, personnel management and professional development. Generali France, in partnership with SGS - the world’s leading inspection, verification, testing and certification company – has recently extended its advisory service to meet the specific needs of franchised businesses, developing an analysis system based on performance criteria to evaluate processes, governance and relationships between the franchisor and its franchisees.

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No barriers against fraud

We are committed to combating any possible external fraud in the claims settlement phase, and we aim to develop best practices at an international level. So far every country in hich we operate has followed specific standards to combat fraud and has implemented its own tools, processes and organisational models. In 2015 we therefore launched a Global Fraud Program involving 24 of our companies in different geographical areas and lines of business to ensure an effective global approach to combating fraud in claims management, raise awareness and create synergies.

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In Italy, awareness campaigns to renew the effectiveness of measures to combat fraud and a new organisational and operating model were put in place. In Germany, a tool to detect fraud in property claims was implemented with success, while new technology aimed at improving fraud detection methods and a new operating model were launched in France, which also strengthened its methodology training and established specific teams to improve performance. Central and Eastern European countries did the same. In particular, the Czech Republic also adopted a new fraud management model and developed new fraud detection rules. In Spain, a tool to support investigations on social networks was implemented, and data and predictive modelling analyses were developed. Finally, the companies in the South America were active with workshops and webinars on key topics, sharing their knowledge of new methodologies and innovative tools with the aim of creating global synergies.

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Bora Project: anticipating the regulatory framework through a client-centric approach

We have continued and intensified the activities of the Group project BORA – Wind of change in the EU Insurance Distribution Legislation, a platform for sharing and exchanging between various Group functions on all matters related to the new regulatory framework. 

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The goal is to analyse the new regulations on the distribution of insurance products and to develop concrete actions aimed at anticipating changes and refining processes, strategies and services for clients. In particular, the project is focused on the recent European Directive on insurance distribution, which is designed to enhance consumer protection. In line with this Directive, the BORA project is developing concrete initiatives for the ongoing improvement of client relations, with an additional focus on the clarity of information given and the suitability of the proposed products, and leveraging on the raising of awareness in our sales network. We want to transform the principles of consumer protection into concrete actions, basing the process of new products’ development on the full understanding of the clients’ characteristics and needs while constantly improving the expertise of all persons involved in designing and distributing our products, also through specific training.

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Vitality!

In order to promote well-being and healthy lifestyles, in 2014 we launched a partnership with Discovery Insurance, the market leader in South Africa and a pioneer in the design of these types of programmes. 

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Thanks to this partnership we are working on the Vitality programme, which will promote the improvement of habits and a healthier lifestyle according to personalised schedules and price incentives.

As well as having a positive impact on the health of our clients, prevention programmes like Vitality also have the potential to generate value for public services, reducing the number of requests for assistance and care services.

 

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