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.

Claims and expiring policies (SR area; 2007-2008)

In 2008, the insurance companies included in Sustainability Report area received a low number of complaints (on average 10.6 complaints out of 10,000 policies). The figure dropped to 5.5 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.

In 2008, the total number of complaints received by the banks fell by 3.6% compared to 2007.

As at 31st December 2008, the Group was involved in 136,070 disputes still pending resulting from its insurance activities in the Sustainability Report Area. The number of disputes included both cases in which Generali Group companies were the defendant and the plaintiff. Of these, 1,963 pertained to banking.

In 2008, neither the EU nor the national antitrust authorities took any measures against Group companies.

Only in Italy did the insurance supervisory authorities issue fines, amounting to 9.8 million euro. The fines were mainly attributable to claims settlement defaults, especially in third party motor claims and late notifications.