Generali Austria Facts and Figures generali.at

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1 Generali Austria Facts and Figures 2017 generali.at

2 Generali Group: At a Glance 2 More than 60 countries in the world 57 million customers 71,000 employees 542 billion Euro of Assets Under Management 68 billion Euro in premiums Numbers contained in the diagram are as at 2017 * MIT Technology Review (2015) ** Fortune Global 500 ranked 57th Among the 50 smartest companies in the world* One of the world s 50 largest companies**

3 Generali Group: Major Markets 3 Through Generali Employee Benefits, the Group operates in more than 100 countries Insurance operations of Generali Group Branches: New York, United Kingdom, Hong Kong, Tokyo, Dubai Other countries in which Europ Assistance operates

4 Generali Group: Insurance as Core Business 4 Generali offers an extensive line of products in the Life and Property & Casualty segments to meet all the clients needs. LIFE AND P&C In the Life segment, its offer ranges from savings and family protection policies to unit-linked policies and complex plans for multinationals. In the P&C segment, the well-balanced portfolio goes from massmarket coverage such as Car, Home, Accident & Health, to sophisticated Commercial and Industrial Risk Coverage. The Group is committed to achieving the optimal client segmentation and enhancing product innovation in order to deliver a targeted approach to clients. Generali aims to be best-in-class for client retention and satisfaction. PRODUCT INNOVATION Generali relies on innovation as a key driver for future growth. Innovation allows for more tailored solutions and quicker product development. Through innovation, Generali will achieve product excellence. In the Life segment, every new product is approved ex-ante by the Group s Head Office. Products are assessed periodically to ensure Group s standards are met. In the P&C segment, Generali is committed to enhancing the performance of the P&C offer, by improving the sophistication of its products and services for a better definition of clients profiles, and its claims management services. Generali is a leader in the retail segment and it is increasing the contribution of the Commercial business, in which it serves from small to large companies at international level leveraging the Group s global reach and its strong ties with international brokers.

5 Generali Group: Diversified Distribution Model 5 Generali Group operates in the insurance sector with a multichannel distribution strategy through a global proprietary sales network of agents and financial advisors, supported by brokers, bancassurance and direct channels. TRADITIONAL CHANNELS Traditional channels account for most of the Group s premium collection. Generali relies on agencies, financial advisors, brokers and other partners to distribute its products and solutions with a view to providing a convenient and excellent service to clients. Generali adopts optimized sales processes to increase sales effectiveness and profitability. In particular, the Group is streamlining the structure with simplified and modern processes tailored to the clients needs. DIRECT CHANNELS Generali is Europe s leader in direct channels (internet and telephone) and intends to further improve its position by launching new initiatives in high-growth markets. Leader in Italy, where it created, through Genertel, the first Italian online Life, P&C and Pension insurance portal Leader in Germany, where it has been present since 1982 through COSMOS Direkt Leader in France in the online Life insurance segment First operator in Hungary, where Genertel.hu was launched in 2007 Rapidly growing in Slovakia, where Genertel.sk was launched in 2010, and in Turkey, where the multi-access platform started in 2014 BANCASSURANCE Generali plans to enhance its bancassurance channel by maximizing the full potential of the existing partnerships as well as exploring new initiatives. Bancassurance will be key in the Life segment to increase the share of capital-light products and in the P&C segment to boost sales.

6 Generali Group: Global Business Lines 6 Generali Group has developed an insurance offering platform unique to the market, comprising the following global business units: Generali Global Corporate & Commercial, Generali Employee Benefits, Generali Global Health and Europ Assistance. GLOBAL CORPORATE & COMMERCIAL Global Corporate & Commercial is the new Generali Group unit that develops the P&C business and insurance services for medium and large companies. The unit acts on a global scale and deploys an integrated approach at Group level with a central management team and specialized teams active in individual countries. Through the new unit, Generali aims to become a key world player in this segment. GENERALI EMPLOYEE BENEFITS Generali Employee Benefits is the strategic business unit of the Generali Group dealing exclusively with Employee Benefits, offering sophisticated solutions to multinational companies that wish to provide Life, Accident, Disability, Health and Pension cover to their employees. GEB is the global market leader in its business segment with more than 1,500 multinational clients. The GEB network is present in more than 100 countries. GENERALI GLOBAL HEALTH Generali Global Health is a Generali Group business unit that offers health insurance solutions that are valid worldwide, dedicated to international companies, organizations and bodies, and expatriate and travelling employees. With particular focus on multinational clients Generali Global Health offers modular and flexible health products, insurance management with the broadest geographic coverage, a widespread network of hospitals and outpatient care in the major world markets, and personalized and multilingual client service. EUROP ASSISTANCE Europ Assistance offers Care Services with a focus on innovation. Europ Assistance serves more than 300 million people around the world through 8,000 staff and 44 companies and branches in 33 countries. It is the leading global brand for Care Services.

7 Generali Group: Vision, Mission and Values 7 OUR VISION To actively protect and enhance people s lives OUR MISSION To be the first choice by delivering relevant and accessible insurance solutions OUR VALUES Deliver on the promise We tie a long-term contract of mutual trust with our people, clients and stakeholders; all of our work is about improving the lives of our clients. We commit with discipline and integrity to bringing this promise to life and making an impact within a long lasting relationship. Value our people We value our people, encourage diversity and invest in continuous learning and growth by creating a transparent, cohesive and accessible working environment. Developing our people will ensure our company s long term future. Live the community We are proud to belong to a global Group with strong, sustainable and long lasting relationships in every market in which we operate. Our markets are our homes. Be open We are curious, approachable and empowered people with open and diverse mindsets who want to look at things from a different perspective.

8 Generali Group: Strategy Retail Insurance Leader in Europe 8 The Generali Group aims to be recognized as a leader in retail insurance in Europe, consistent with its history, business approach and expertise. Retail leader in Europe A distinctive brand Stronger relationship with distributors and customers Fast, lean, agile Rationalization of cost base to invest in business transformation Focus on cash generation Simple & Smart Improving client satisfaction Maximizing efficiency Leveraging on technology and partnership Further develop telematics solutions New partnership to complement current capabilities (e.g. MyDrive) KEY FINANCIAL TARGETS FOR 2018 Net Free Cash Flow* Dividends* Cumulative Gross Expenses Reduction Total Investments* > 7 bln Euro > 5 bln Euro 0.5 bln Euro (1,5 bln Euro since 2012) 1.25 bln Euro * Cumulative total

9 Generali Group: Key Figures GENERALI GROUP KEY FIGURES (MLN EURO) GROSS WRITTEN PREMIUMS 70,513 68,537 OPERATING RESULT 4,830 4,895 NET RESULT OF THE PERIOD 2,081 2,110 SHAREHOLDERS EQUITY AT BOOK VALUE 24,545 25,079 AM BEST Rating A Outlook STABLE Mediobanca Group 13.03% Caltagirone Group 4.00% MOODY S FITCH Rating BAA1 Rating A- Outlook STABLE Outlook STABLE Delfin S.A.R.L. 3.16% (Leonardo del Vecchio Group) Edizione S.r.l. 3.05% (Benetton Group) Andere Anleger 80.15% Ownership Structure

10 Austria, CEE & Russia: At a Glance 10 History of Generali in the Region Austria, CEE & Russia Start operating Expansion plan launched in the area Establishment of Generali Versicherung from the merger between Generali Leben and Erste Allgemeine in Austria Creation of Generali PPF Holding, JV between Generali and PPF Group Full control of GPH, Company name changed into Generali CEE Holding Creation of Austria, CEE & Russia Region Austria, CEE & Russia Regional Office Generali CEE Holding Generali Investments CEE 6.1 billion Euro premium income in million customers 3,800 employed field staff and 11,290 agents Companies in 12 markets Austria Bulgaria Croatia Czech Republic Hungary Montenegro Poland Romania Russia Serbia Slovakia Slovenia GENERALI CEE KEY FIGURES (MLN EURO) GROSS WRITTEN PREMIUMS 3,490 3,600 OPERATING RESULT NET PROFIT OF THE YEAR Austria and Russia are not included into this numbers Figures based on average FX rates at or at

11 Generali Austria: At a Glance 11 History of Generali in Austria Foundation of Assicurazioni Generali Austro- Italiche in Trieste First branch opens in Vienna Foundation of Erste Allgemeine Versicherungs-AG Foundation of Europäische Reiseversicherung AG Merger of Generali Versicherung AG with Interunfall Versicherung AG Acquisition of a majority stake in BAWAG P.S.K. Versicherung AG 2.6 billion Euro premium income in 2017 Important market in the Austria, CEE & Russia Region With over 4,700 employees one of the leading insurances on the market Major Companies Generali Versicherung AG BAWAG P.S.K. Versicherung AG (BPV) Europäische Reiseversicherung AG (ERV) BONUS Pensionskassen AG BONUS Vorsorgekasse AG Generali Bank AG Europ Assistance GmbH Customers: 1.6 million Generali 200,000 BPV 2.0 million ERV 1,800 employed field staff 280 group agents 135 agencies 2,290 brokers Certified employer: Audit workandfamily, Career s Best Recruiters

12 Generali Austria: Dynamic and Successful Insurance Group 12 Generali Versicherung AG With a premium volume of 2.3 billion Euro third largest insurance company as well as market leader in key areas of retail operations Personal advice in a risk dialogue with customers to meet individual customer needs complemented by digitization and automation BAWAG P.S.K. Versicherung AG With a premium volume of 217 million Euro an important insurer in the life segment Successful cooperation with BAWAG P.S.K. Bank and further development of product portfolio to specifically cover biometric risks including assistance services Europäische Reiseversicherung AG With a premium volume of 56 million Euro market leader in travel insurance Focus on products tailored for specific target group as a supplement to all types of travels and innovative services

13 Generali Versicherung: Outstanding Customer Experience as Primary Objective 13 MARKET LEADER IN KEY AREAS OF RETAIL OPERATIONS Generali Versicherung generates a premium volume of 2.3 billion Euro and is thus Austria's third largest insurance company as well as the market leader in key areas of retail operations. Despite intensified competition Generali Versicherung could increase its premiums above the Austrian insurance market in billion Euro premium income Over 1.6 million customers About 4,400 employees DIGITIZATION MAKES NEW CUSTOMER EXPERIENCES POSSIBLE Generali s customers can choose freely from among a variety of different communication and sales channels. They may be personal or digital, but individual advice is always provided. This is made possible by one of the Austrian insurance industry s densest and, at the same time, most effective sales networks. Since 2017, Generali Versicherung has been providing an online calculation service for simple products on generali.at, and it has been proving very popular. The online presence of Generali s customer advisors has been significantly increased by giving them their own websites and Facebook pages. Innovative products and services are to on a day-to-day basis permanently improve and simplify the lives of its customers. Extensive preventative and assistance offerings like innovative IT and cyber assistance products and an accompanying health programme called Generali Vitality find the customer s approval. Individual customer advice is provided through various sales channels personal and digital Generali Customer Portal with comprehensive online services has a strong appeal Just-in-time-production and high quality of advice is a present reality at Generali Net Promoter System with valuable customer feedback leads to continuous development

14 BAWAG P.S.K. Versicherung: Extension of Digital Sales Channels 14 SUCCESSFUL COOPERATION BAWAG P.S.K. Versicherung is on the Austrian market with a premium volume of 217 million Euro an important insurer in the life segment. The positive development of BAWAG P.S.K. Versicherung is based on the successful cooperation with BAWAG P.S.K. Bank. 217 million Euro premium income Over 200,000 customers About 100 employees DEVELOPMENT OF PRODUCT PORTFOLIO AND SALES PERFORMANCE With the expansion of its business to casualty insurance BAWAG P.S.K. Versicherung strengthens the field of bancassurance as a broker of Generali. The integration of the insurance solutions in the product and process management of BAWAG P.S.K. will be extended to the digital distribution channels in The offer of BAWAG P.S.K. Versicherung is extended by the products KONZEPT : SCHUTZ with the emergency and service app My Guardian and various assistance services. For the first time, products to specifically protect against biometric risks are sold over the bank counter. Further development of the product portfolio with life insurances to specifically cover biometric risks Strengthening of sales digital sales channels and e-commerce in cooperation with BAWAG P.S.K. Bank

15 Europäische Reiseversicherung: Market Leader with Dynamic Growth 15 AUSTRIA'S LEADING TRAVEL INSURANCE COMPANY Europäische Reiseversicherung is with a premium volume of 56 million Euro Austria s largest travel insurance company. The product portfolio includes insurances for holidays in Austria and travel abroad as well as annual travel insurances through insurance packages for companies and business travels. STRONG SALES PERFORMANCE, INNOVATIVE AND COMPETENT Europäische Reiseversicherung is the market and innovation leader in the domestic travel insurance sector, partner of the Austrian tourist industry and also a competence centre for safety when travelling. Europäische Reiseversicherung has established an extensive sales network involving approximately 1,500 partner travel agencies/operators, 3,300 hotels and tourist accommodations,1,800 brokers, the employed field staff of Generali and many other partners providing ancillary services. All products are concludeable online and on mobile devices. The app MEINE URLAUBERIA provides travellers with increased safety, prompt emergency aid and further information with an additional value 62 million Euro premium income Over 2 million customers Over 80 employees Market leader in travel insurance Target group oriented products as an addition to all types of travels Extensive sales network All products concludeable online and on mobile devices Innovative services app MEINE URLAUBERIA 111th anniversary

16 Generali Austria: Profitable Growth, Mostly Above Market Level 16 Continuous growth path as a result of a high sales strength, a magnificent product range and an excellent quality of service. Gross Written Premium from Primary Insurance (mln Euro) Property/Casualty Health Life without Total without Single Premium Single Premium Total with Single Premium +1.8% +1.0% +2.8% 2,476 2,520 2,559 2,584 1,432 1, % %

17 Generali Austria: Balanced Portfolio Structure 17 Portfolio Breakdown by Line of Business (Gross Written Premium from Primary Insurance) Total Property/Casualty Life/Health 2,584 mln Euro 1,473 mln Euro 1,111 mln Euro 11% 11% 20% 32% Property/Casualty Life Health 57% 50% Motor Property/Liability Accident/Business Interruption 39% Classical Health/Risk United Linked Life 33% 47%

18 Generali Austria: Sustained Profit- and Risk-Orientated Business Policy 18 Outstanding underwriting result due to the excellent quality of the portfolio in the property/casualty segment. Strongly focusing new business acquisition on health, risk and unit-linked life insurance. Net Combined Ratio (%) APE % 33% 15% % Saving & Pension Unit Linked Risk Health

19 Generali Austria: Successful Investment Management 19 Long-term oriented capital strategy with focus on security and return with unchanged challenges, especially due to a low interest rate environment. Investments (at 31/12/2016; market values) Total 13,831 mln Euro Bonds and Loans: 77% Government: 33% Corporate, Other: 44% Property used by Third Parties: 11% Shares, Alternative Investments: 6% Equity Investments: 3% Cash: 1% 2,3% 10y Austrian Bunds (% annual average) 2,0% 1,4% 0,7% 0,6% 0,6% 0,2% 0,2% 0,4% 0,0% -0,3% -0,3% Equity Market Performance in y AT Bund 3m EURIBOR Euro STOXX 50 MSCI World Investments in Unit Linked 2,166 mln Euro

20 Generali Austria: Continuation of Profit Growth and Capital Strength 20 Profit before Tax (mln Euro) Unchanged Solid Capital Resources (Generali Versicherung AG) % 240 Solvency II Ratio: %

21 Performance Value Creation Generali Austria: Strategic Orientation Generali Austria is striving to reinforce its position as the market leader in key areas of retail operations. The high level of digitization further deepens Generali s understanding of its customers in order to meet the needs and desires of our customers even better. Optimize our Operating Machine Rebalance our Portfolio Structure Improve our Footprint Keep Positive Momentum on Innovation Enhance our Insurance Capabilities Strengthen our Brand

22 Generali Austria: Constant Focus on the Customer s Perspective 22 Customer needs are in focus of digitization initiatives to offer customers added value and to increase their satisfaction. Customer Feedback/ Further Development Outstanding Customer Experience Customer-/Sales- Communication Listening to our customers and understanding their expectations is one thing, but it is far more important to react rapidly to their feedback and deal with grounds for criticism. Generali always puts customers needs, not technology, at the heart of its digitization initiatives. The use of new technologies must always create added value for the policyholder and increase policyholder satisfaction. Customer Proximity/Care Risk Dialogue/ Customer Advice Alfred Leu CEO Generali Versicherung

23 Generali Austria: Interactive Communication and Sales Channels 23 Personal and digital Customer and Sales Communication adapted to the customer needs. Instagram Corporate Site generali.at Facebook Corporate Site Generali Österreich and Europäische Reiseversicherung Personal Fan Pages of Employed Field Staff Websites Employed Field Staff with individual Websites Online-Quotation on generali.at Online-Acquisition on europaeische.at Spotify Campaign Sounds of Generali Vitality Individuelle Beratung Recruiting & Onboarding Trainees & Apprentices Training & Development

24 Generali Austria: Individual Customer Advice due to Individual Sales Channels 24 Customers can trust in the individual advise and choose from different sales channels personal as well as digital. Exclusive Sales Force 1,800 employed field staff 280 group agents 135 agencies 2,290 brokers Brokers Bank- Partners BAWAG P.S.K. 3 Banken Gruppe ÖAMTC Österreichischer Alpenverein Deutsche Vermögensberatung Main Distribution- Partners

25 Generali Austria: Personal Risk Dialogue is Essential for Customer Experience 25 Valuable advise thanks to qualified employees supported by digitization and made-to-measure products. Innovative offers and services are to on a day-to-day basis permanently improve and simplify the lives of its customers. Personal Advisor as Risk Manager and Partner for Life Continuous staff training and development Bundle products with individually selectable modules offer ideal coverage opportunities Efficient Use of Technology Sales Cockpit Sales System GAPAplus IDD-conform advise with Riskine Assistance and Prevention complement Coverage and Provision IT- and Cyber-Assistance, Generali Vitality Continuous Extension of Customer Service with Generali Customer Portal Fast and simple communication in the event of loss, from the report of the damage to status info and settlement

26 Generali Austria: To Understand, You Have to Listen 26 Listen to the customers and understand their needs. React rapidly to the customer s feedback and promote further development. Net Promoter System Generali Group More than 1 million customer responses for continuous and rapid development Awarded as one of the world s most successful NPS programmes Positive Customer Feedback Generali Austria 4.7 of 5 points overall satisfaction 22 per cent response rate constant Overall satisfaction and customer s comments on generali.at

27 Generali Austria: Awards as Employer 27 CAREER S BEST RECRUITERS Generali was awarded as one of the best employers in Austria for the eighth time in Companies which associate with applicants in a sincere and professional way will be honored. AUDIT WORKANDFAMILY (NATIONAL CERTIFICATE) Family-friendly working conditions for employees are an important component of Generali s corporate culture. Generali has received the Basic Certificate of the audit workandfamily in After re-auditing, the certificate has been confirmed in KUNUNU EMPLOYER REVIEW SITE Generali was awarded by the employer review kununu as TOP Company as well as OPEN Company. Top Companies are concerned with the welfare of their employees and are evaluated by them as well. Open Companies are proactive and encourage employee feedback. DECLARED BELIEF IN CHARTER OF DIVERSITY With the signing of the Charter of Diversity Generali commits to value all members of the society regardless of gender, color, nationality, ethnic backgrounds, religion or ideology, disability, age, sexual orientation and identity. VIENNA QUALITY SEAL TOP APPRENTICESHIP COMPANY Generali is a with the Vienna Quality Seal awarded TOP Apprenticeship Company.

28 Generali Austria: Awards for Products and Services 28 ASSEKURANZ AWARD AUSTRIA 2017 The Austrian Insurance Broker Association (ÖVM) awards the Assekuranz Awards Austria to insurance companies and their products on an annual basis. EXCELLENT No. 2 in the category Commercial Insurance EXCELLENT No. 3 in the category Motor Hull Insurance EXCELLENT in the category Motor Third Party Liability Insurance GOOD No 2. in the category Company Pensions

29 Generali Austria: Awards for Products and Services 29 ASSCOMPACT AWARD 2017 The annual AssCompact Awards are presented at the AssCompact trend day; these awards are based on the opinion of insurance brokers and agents as well as investment consultants on the products and services of domestic insurance companies. No. 1 in the category Best Service for Agents No. 1 in the category Household/Homeowner Insurance No. 2 in the category Accident Insurance

30 Generali Austria: Management 30 GENERALI VERSICHERUNG AG generali.at Managing Board Alfred Leu, CEO Walter Kupec Arno Schuchter Axel Sima Martin Sturzlbaum Klaus Wallner BAWAG P.S.K. VERSICHERUNG AG bawagpsk-versicherung.at Managing Board Peter Wilk, CEO Guy Cowley Roswitha Hönigsperger EUROPÄISCHE REISEVERSICHERUNG AG europaeische.at Managing Board Wolfgang Lackner, CEO Andreas Sturmlechner

31 Publishing Information 31 PUBLISHER Generali Versicherung AG General Secretary Landskrongasse Vienna Phone: generalsekretariat.at@generali.com generali.at PRESS CONTACT Angelika Knap Media Spokesperson and Head of General Secretary Phone: presse.at@generali.com Issue: April 2018

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