GENERALIS INNOVATION NEWSLETTER

IN THIS ISSUE
THE WHOLE WORLD
IN YOUR HANDS
Migdal gives travellers the earth

PROTECTION IN
TROUBLED REGIONS
Providing cover for perilous
journeys in Colombia

IN OUR CUSTOMERS SHOES

How Generali France gets to know clients

ISSUE 9 06.11

GENERALIS
INNOVATION NEWSLETTER

Welcome to iQ 9

The future is a serious

business and if your customers
reach the future before you,
theyll leave you behind.
Faith Popcorn

Hello and welcome once again to the iQ ezine, our collection of all that is insightful
and newsworthy from the Innovation Infrastructure at Generali Group.
When we altered iQs format a while ago, we did so to further energise it and to avoid
the natural size, content and structural limitations of the pdf format. So its with great
pride that we now present this issue as the largest evermade possible by the tremendous
enthusiasm of you readers and the new, flexible format, which allows us to accommodate
all of the fascinating input we have received. We are delighted to welcome encouraging
feedback and positive comments from the innovation network and have been, frankly,
astonished at the sheer volume of high quality articles and contributions that have
come to us.
We look forward to more exciting future issues and hope well see more of these
stimulating success stories from around the Group, especially from countries new
to the magazine.

In this edition:
04 Perspective
Mon Generali
The master application of
Generali France

08 Innovations
Mobility for Experts
Giving staff a better grip of
the job through Smartphones

We hope you like what you see and look forward to all of your input, ideas, articles and
other contributions. Make sure to contact us with any comments, as they help us to keep
this ezine stimulating and readable. We only hope we can cope with the ever-increasing
amount of innovative projects being submitted. Enjoy your read.

10 Impact

The Central Innovation Team

14 Exchange

This pdf version is convenient to send by email, download and print.

However, to enjoy the new features of our ezine format online click below.
Online ezine: http://content.yudu.com/A1ss1r/iq-ezine-9/
02 | iQ WELCOME

In Our Customers Shoes

How Generali France gets
to know clients
Innovation Events
Forthcoming Conferences

18 Communications
The Odd Couple
Anonymity and Proximity

24 Smarts
The Whole World in Your Hand
Making the World Safer for Travellers

26 Solutions
Protection in Troubled Regions
Protecting Colombias Most In Need

30 Contact
Your Country Heads of Innovation

32 Introducing
The Central Innovation Team

iQ CONTENTS | 03

GENERALIS
INNOVATION NEWSLETTER

Mon Generali
The master application of Generali France
By Juliette Bron, Generali France

Generali France has launched a comprehensive new iPhone tool aimed

at providing the firms entire offering on a single master application.

Called Mon Generali, the app will present Generalis life and non-life insurance in addition
to health, retirement and even pocket products. The app will enhance communications
between Generali France and their customers via push notification and alert services. The
versatile tool was launched in May to capitalise on the booming smartphone sector and
will open to an even broader market when an Android version is introduced later this year.
We recognised that iPhones are, clearly, a major emerging channel through which we
can reach our customers. And with the impending release of the Android-ready app we
can confidently expect to reach some eighty per cent of the Smartphone market and we
aim to capitalise on the opportunity we have created.
Driven via a Master application, the tools intent is to encourage customer loyalty to Generali and
help to generate additional cross-sales as a result of this and the convenience the app offers.
Push activation and alerts will help achieve this and will be tailored to the individual
client. It is also hoped Mon Generali can be used as a means of attracting new clients.
In this regard there are also plans to launch a new satellite application to target customer
savings, retirement plans and their other financial arrangements.
Benefits
Claim management: Customers can make a claim directly from their iPhone. The client can
even photograph the accident and damage then send the evidence to the claim department.
Location of Partners: The app provides a list of Generali France partners closest to the incident
(currently, repair shops and glass specialists) who can all be called directly using the app.
Contact info: The app offers the contact details of the Generali agent. These can be added to
the customers iPhone contacts or they can call or write directly to the agent using the app.
Emergency Call: A Europ Assistance service is included in the app for assistance with both
car and house issues.
News of prevention: The app displays useful news concerning prevention (including helpful
car maintenance advice).
News of Generali: Generali can send direct information about new products and services.
Alerts in case of natural events: The app should be of great help to prevent related incidents
and send alerts in case of dramatic natural events.
Discovering Generali products: The app is a simple way to discover the range of products and services.
Watch the video: www.youtube.com/watch?v=i0bWFWYxeqs

04 | iQ PERSPECTIVE

iQ PERSPECTIVE | 05

GENERALIS
INNOVATION NEWSLETTER

Natural Disaster Zoning

How Generali Argentina Manages Catastrophes
By Hernan Boykier, La Caja
Shattering earthquakes and other recent global catastrophes have spurred
Generalis Argentine subsidiary, La Caja, to launch a new system of Integrated
Risk Management (IRM).
The IRM is designed to control risk exposure arising from various calamitous
events (including earthquakes, explosions and floods) a concept which first emerged
following a devastating hail storm in 2007.
The problem, in La Cajas experience, was that where areas with a history (and therefore
a high future risk) of catastrophe, coincided with a concentration of high value assets,
they were exposed to risk insufficiently reinsured with other parties.
Based on a map of Argentina, the new system identifies high risk zones, assesses what
asset value the company has insured in that zone, then decides the zones potential
catastrophe cost accordingly.
The system then overlays the reinsurance cover in that zone and highlights where there
is exposure above this amount. The IRM system was developed with the aim of having
the information in a fast, intuitive and visually impactive way.
The Generali map of Argentina now shows the boundaries of the reinsurance contracts,
if there is a cluster that has an exposure above the reinsurance agreement, the province,
the party and the corresponding site will be shown in red, which quickly identifies the
high risk areas.

06 || iQ
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iQ PERSPECTIVE
XXXXXXX

This radical new system, like any other, had initial challenges in early development,
but is now proving to be highly effective.
The main problem for the project at its inception was the standardisation and
geocoding of addresses, the issues were common to both groups, property coverage
and catastrophic events.
Currently in successful operation, the IRM operates by allowing the reinsurance
managers to analyse weekly which of the property policies sites are above the amount
of the reinsurance contract.
Depending on their findings the analysis can prompt the updating of an insurance
contract details or, indeed, to limit the issuing of additional policies within that zone.
With catastrophic events, the analysts can measure the probable maximum loss on
the risk zones based on statistical maps of the events and make some decision based
on this information, to diversify the risks, for example.
One planned improvement is the introduction of module clusters of clusters that would
analyse an event within an area of impact- in effect measuring effects to differentiate, even
within zones. This could allow La Cajas specialists to determine which group of coverages
was most affected and the inclusion of the IRM at the time of issuing a new policy.

iQ PERSPECTIVE
07
iQ XXXXXXX || XX

GENERALIS
INNOVATION NEWSLETTER

Mobility for Experts

Giving staff a better grip of the job
through Smartphones
By Meritxell Faja and Luis de Querol, Generali Spain

The system is updated constantly to ensure professionals avoid common problems such
as the aggravating absence of the damaged car when visiting a body shop on the arranged
date. With the new tool, our expert simply enters the issue on the mobile application,
eliminating the need to call the Claims Factory. The system subsequently sends a
short message service (sms) to the customer, updating him and asks him to contact
the Company to arrange a new appointment.
The app also has the ability to rapidly organise urgent visits. The Claims Handling
Centre may deliver audible and vibratory appointment alerts directly to the professionals
smartphone. Once the professional receives the appointment, they may choose whether
to accept the order or not, and subsequently include the new visit on their schedule with
no need to return to the office.
The application, with its appealing graphic interface and intuitive design, is remarkably
simple to use and does not need specific training. It reinforces, once again, the Claims
Factorys reputation as a leader in recognition and innovation with a constant goal
of enhancing customer satisfaction, either through technological breakthroughs or
innovations in the operating model.

Innovators at Generali Spain are embracing smartphone technology to

dramatically improve claims management and processing.
The new, state-of-the-art model, called Mobility for Experts, is already
proving a huge success. It is rated internally as extremely efficient and
is being lauded by many within Generali as having established a new
high in industry capabilities. The new application tool (app) utilises the
latest technology to radically improve communication of information
flows between our Claims Factory and Professionals via their mobile
smartphones and tablets.
As its integrated with our corporate information system, this gives real-time information
on the performance and the status of claims to experts and repairers. Once installed,
Mobility for Experts operates when our professionals switch on their smartphone (the
app is supported in all smartphone platforms), then log in and log out at the beginning
and end of their working days.

08 | iQ INNOVATIONS

Managing Appointment Status In Real Time Brings Many Advantages. They include:
On-line information promotes greater efficiency and shorter cycle times in
claims processing
Our Claims Factory has immediate confirmation of any visit actually taking place
and its outcome
The number of calls between our Claims Factory and professionals are significantly
reduced, leading to a decrease in workload and errors
Greatly reduces the need for the professional to enter system information upon
arrival at the office, therefore reduces cycle times, errors and the bureaucratic
workload
The company can provide a better service to customers, fostering transparency
and giving the customer a sense of control of the status of their claim

iQ INNOVATIONS | 09

GENERALIS
INNOVATION NEWSLETTER

In Our Customers Shoes

Studio Client

How Generali France gets to know clients

customer appearing in a personalised living room of our construction, which can be modern

By Juliette Bron, Generali France.

Understanding how your customer thinks, works and lives isnt always easy but at
Generali France weve learned that those organisations which are smart enough to
make an effort to find out tend to enjoy the most success. With this in mind we have
dedicated much effort to three projects which have made a significant impact on how
all staff at Generali France see customers.

Studio Client is a system designed to put Generali employees in our customers shoes. It
recreates his or her living environment to effectively reflect his or her needs. We envision a
or more traditional, with expensive dcor or more affordable. We mount his style of artwork, his
computer, but also letters and commercial documents which are sent to him or her by Generali.
Part of the room is custom designed to hold training, work and reflection sessions but also
customer tests and sales laboratories on our customer knowledge. All the equipment required
to develop ideas is in situ, from mtaplan board for brainstorming to interactive whiteboards
and a plasma-screen TV.
The project has proven to be hugely popular with staff and many now consider it completely
invaluable.
InnovLab
InnovLab is a place dedicated to experimentation and the creation of prototypes. The first
area, dedicated to distributors, shows both existing materials and future equipment: a window
displaying what we believe could show what tomorrows agency could look like with a tactile
computer illustrating new ways of interaction with customers, a digital pen and the like.
The second part is a demonstration area with two LCD screens, a camera for smartphones
and an interactive and tactile whiteboard. And the final area is dedicated to administrators.
It is composed of desks manufactured from sustainable materials and a double screen
which presents configuration types of the administrator workstation. This InnovLab allows
experimental games in order to create prototypes and has proven to be extremely popular
and fruitful in our quest to be consistently innovative.
TOP Trends, Opportunities, Perspective
The TOP internal newsletter is aimed at stimulating staff towards being personally innovative.
The editors write about changes to our global environment, social trends and try to spot
emerging and possible trends. The newsletter is meant to encourage inquiry and debate with
a view to understanding how Generali can best plan and react for its own future development.
With TOP, as with all Generali France innovation tools, we believe innovation is a process we can
all be a part of and our dedication to it will continue to be met with an enthusiastic response from
both our staff and our customers alike. After all, we know how to put ourselves in their shoes.

10 | iQ IMPACT

iQ IMPACT | 11

GENERALIS
INNOVATION NEWSLETTER

Lifting the Lid on

a New Segment
Generali Austria go Under the Bonnet
to Pioneer Mechanical Insurance
By Sabine Zotter, Generali Austria

The Generali group has long forged a formidable reputation as a car insurance expert.
Such, in fact, that some believe there is little still to learn.
Yet at Generali Austria we believe there are still areas of untapped potential in the car
insurance business. With this in mind we have pioneered mechanical repairs insurance
a product we believe can develop into a significant market something our customer
research reinforces.
We spoke at length with our customers about what they would most appreciate.
Our research showed that, of the 795,000 used cars sold every year in Austria, a high
percentage have no mechanical warranty cover from either the manufacturers or the
sellers and 90% of cars have no manufacturer warranty after 2 years.
This means many car owners must suffer a considerable financial burden from mechanical
repair bills when their cars go wrong. Generali Austria has therefore introduced, as part
of a package exclusive to those with our collision insurance, cover for mechanic, hydraulic
and factory-installed electrics on their cars.
The offer has various restrictions depending on the age, use, mileage and power of
the vehicle. Wear and tear and servicing are not part of the package. But for a relatively
small monthly premium our customers are now enjoying an unprecedented level of cover,
providing peace of mind from a policy which, we believe, makes enormous common sense.

Key factors of Mechanical Repair Insurance.

Maximum Age of the Car:
Maximum Mileage:
Maximum Engine Power:
Monthly premium:
Retention:
Maximum cover of repair costs per year:

12 | iQ IMPACT

0 0 0 0 0 6 years
1 2 0 0 0 0 km
0 0 0 2 0 0 kW
0 0 9 , 9 0 EUR
0 0 0 2 5 0 EUR
0 0 2 0 0 0 EUR

iQ IMPACT | 13

GENERALIS
INNOVATION NEWSLETTER

Innovation Events
Forthcoming Conferences

Find more events on the Team site calendar:

https://collaborationext.generali.com/teamsites/ilab/Lists/Events/calendar.aspx

29 June 1 July

13-14 July

Frankfurt

London

Innovation Management
Using Consumer Insights
to drive Growth Through
Innovation

Customer Insight and

Analytics Exchange 2011

This GfK Academy programme emphasises

new perspectives on how to create, manage
and market innovations. It provides practical
frameworks for managing the process of
developing differentiated and sustainable
product and service offerings. The course
will explore the role creativity and innovation
can play in gaining strategic competitive
advantage by challenging traditional ways of
doing business.
Aimed at executives involved in marketing,
market research, corporate planning,
research and development and customer
management and led by Srinivas K.
Reddy, Professor of Marketing, Singapore
Management University and Barry L.
Bayus, Rodwell Professor of Marketing
& Entrepreneurship,University of North
Carolina.

Senior decision makers in Customer and

Consumer insight, Data Analytics and
Market Research will come together to
discuss the most pressing issues they are
facing in implementing their customer
and consumer insight programmes,
sharing business challenges, best practice
and lessons learned. The expert speaker
faculty includes Gary Fox, Global Director
of Customer Experience, Dell, Sue Miller,
Director, Global Marketplace Insights,
American Express, Danny Russell,
Marketing Strategy Director, BSkyB and
Rose Hadden, Head of Customer and
Market Insights, Royal Bank of Scotland.
For more information please visit:
http://www.customerinsightexchange.com/
Event.aspx?id=387700

For more information please visit:

http://www.gfk-academy.com/index.
php?article_id=4

14 | iQ EXCHANGE

iQ EXCHANGE | 15

GENERALIS
INNOVATION NEWSLETTER

Innovation Events Forthcoming Conferences

Find more events on the Team site calendar:

https://collaborationext.generali.com/teamsites/ilab/Lists/Events/calendar.aspx

10-12 August

8 Sept 9 Sept

11-13 September

12-14 September

Chicago

Chicago

Arhus, Denmark

Barcelona

3rd Annual Open

Innovation Summit
Practical Strategies
for Changing the Game

Insurance Telematics USA 2011

Megatrends & Mrkte

12th International
CINet Conference
Continuous Innovation:
Doing More with Less

4th Annual Innovation

Excellence

Featuring keynote sessions, round

table discussions, case-study driven
presentations, collaborative work groups,
and pre-conference training workshops, this
conference offers an enriching and holistic
learning opportunity on open innovation.
Some of the key topics on the agenda:
Leveraging new vehicles to gather ideas from
both internal and external audiences to drive
fresh product development & innovation;
Creating a top down culture of innovation
in corporations; Striking the right balance
between customer feedback and R&D to
maximize open innovation results.
For more information please visit:
http://www.worldrg.com/showConference.
cfm?confCode=MW11004

16 | iQ EXCHANGE

(in German)
IThis event will gather the thought leaders
and pioneers of the insurance telematics
space to carefully dissect and answer
the critical issues that your business is
currently facing. Key topics include:
The State of Insurance Telematics in 2011
Discover the Emerging Ecosystems.
Optimize the Collection, Analysis
and Usage of Data.
Federal and State Regulators
to Promote UBI Development:
Succeed Within the Commercial
Insurance Space:
Get to Grips with the Intellectual
Property Issues:
Smart Devices and Apps to Revolutionize
the Insurance Industry
For more information please visit:
http://www.telematicsupdate.com/
insurance-telematics/

This years conference theme is especially

relevant to local, national, and international
academics and practitioners alike given the
increased focus on how we can balance
environmental and organizational sustainability.
In particular, the conference will emphasize
the need to be more efficientand effective
in terms of our utilisation of the physical,
financial, and human resources needed to
sustain innovation that will meet the present
demand for economic prosperity without
jeopardising the ability of future generations to
meet their demands for economic growth. Key
topics are: Continuous Innovation: conceptual,
theoretical and methodological issues;
Innovation management approaches; Fostering
innovative behaviour and innovation skills;
Social, cultural and communication aspects of

This Marcus Evans conference brings

together key industry experts to give
a clear insight into the specifics of
successful innovation management,
working with limited resources, creating
innovation-friendly environment and
gaining customer insights. Experts from
different industries will present case
studies focusing on successful practice,
effective ways to develop innovation and
remain competitive.
For more information please visit:
http://www.marcusevans.com/
marcusevans-conferences-event-details.
asp?EventID=17236&SectorID=39

continuous innovation.

For more information please visit:

http://www.continuous-innovation.net/
Events/CINet2011/call_for_papers.html

iQ EXCHANGE | 17

GENERALIS
INNOVATION NEWSLETTER

The Odd Couple

Anonymity and Proximity
By Eric Monsieur and Carla Verhaegen, Generali Belgium

Creating harmony from a consumers contradictory demands is never the easiest

of tasks, least of all when those demands must be satisfied through the internet.
Yet, through careful research and understanding, Generali Belgium has achieved
just that with the soaring success of its web comparison site, www.mefirst.be

Following the launch of the site in October last year the widely disparate needs of the
consumer were revealed. As has been widely recognised through internet research,
one huge attraction of online shopping is the consumers ability to compare in complete
anonymity, without exterior influence or disturbance.
Yet Generali Belgium discovered that, at the moment of purchase, the consumer performs
an abrupt about-turn in attitude and displays a powerful urge to accept influence and
hear a second opinion to ensure they are, in fact, making the right choice. It seems the
consumer generally requires reassuring that, should they need to make a claim, they
are able to physically contact someone rather than be at the mercy of the internet.
In practice this means at the end of the modern approach to a sale, the sale closure
happens in a very traditional method, where 50% of the time the actual deal is completed
with an insurance salesman visiting the consumers home to oversee signing of the
relevant contracts.
Making this realisation has helped enormously in the evolution of www.mefirst.be.
It has been a part of the growing knowledge bank on internet culture and internaut
behaviour/customs that the sites professionals have developed.
Industry wide suspicion of the web was, for example, highly evident when Generali
went about persuading 12 brokers to take part in a pilot scheme, before huge efforts
involving road shows enabled them to sign up 150 further insurance brokers for the
www.mefirst.be platform.
This also meant Generali initially covered the cost of each lead generated a considerable
outlay if one considers many thousands of such leads were generated.
But, after some months of building, by January of this year Generali stopped meeting
the cost of the leads and a mere 15% of participating brokers decided to withdraw. This
has reinforced www.mefirst.be as a highly viable website capable of tremendous further
growth. In fact, current projections are for the site to enjoy 50,000 visitors per month by
December of this year and double that for the same time the following year.
For a country like Belgium with a population of just 10.8 million, this proves that careful
market research and analysis can make for a sales channel that is very worthwhile indeed.

18 | iQ Communications

iQ Communications | 19

GENERALIS
INNOVATION NEWSLETTER

Preferred Underwriting:
Evolution Vs Revolution
How the USA has pioneered
Preferred Underwriting
JC Brueckner and Nathan Johnson, Generali USA

The concept of preferred underwriting has not generally been adopted outside of the US,
UK and Canada. The concept is transferrable but the key for innovators will be adapting
it to their unique market. To do so successfully will require a firm understanding of
underwriting and its evolution through the decades.
Underwriting has, for over a century, been the process of segmenting groups of
people into increasingly smaller subgroups with different prices for each. In order to
attract buyers, insurers have found that differentiating between how the products were
underwritten helped build market share. Every nations life insurance market is unique.
Insurers develop products and underwriting practices based on their environment
depending upon various elements including:
1) the availability of financial, medical, and personal information;
2) the legal system;
3) the infrastructure in place to support data collection; and
4) existing distribution channels.

The U.S. Market: A Case Study

The US can serve as a case study in the evolution of preferred underwriting. At the
beginning of the 20th century, the first divide occurred with the split into genderbased underwritingmale and female. The process then evolved over time to further
differentiate smokers/tobacco users from non-users.
With the introduction of the HIV test in the 1980s, blood tests were introduced. Besides
detecting HIV antibodies, data on cholesterol, liver enzymes and kidney functions became
available. Life insurance companies continued to refine their pricing, requirements
and underwriting to reflect classifications: Preferred, Standard/Residual, and Rated/
Substandard.
When an individual applies for life insurance, the common practice involves gathering
information on lifestyle, personal habits and medical history. This often includes medical
exams and lab testing, such as blood and urine samples. Many times this occurs in the
applicants home during a visit by a paramedic.

20 | iQ COMMUNICATIONS

iQ COMMUNICATIONS | 21

GENERALIS
INNOVATION NEWSLETTER

Insurers use the results to decide if they can make an offer and the class an applicant
will be assigned.
The best tier (lowest rate) is commonly called Preferred. The Preferred class may
be divided into additional classes: Preferred Plus, Super Preferred, Preferred Best.

Implications For Other Markets

Irrespective of product design, once implemented, most markets can be expected to react
in a similar way:
Companies that spearhead new products will develop a significant data, underwriting and
sales advantage and will attract applicants who are better risks seeking better rates.

The requirements to be considered for the top tier of Preferred are generally strict
and may include:

When sales of preferred products reach meaningful levels competitors will adapt.

No parent/sibling cancer or heart disease history before ages 60/65.

It takes years before mortality results are credible, so decisions involving preferred
underwriting are made utilising prospective approaches or data from other markets,
rather than actual experience.

No tobacco use for 5 years.

Blood pressure of 130/80 or less. Sometimes this is stratified by age.
Favourable total cholesterol 220 mg/dL (5.69 mmol/L) or better.

This leads to some experimenting and some players may adopt overly aggressive
approaches.

No personal history of significant diseases including cancer, cardiovascular

disease and diabetes.

There will be a proliferation of additional preferred classes until equilibrium is established.

Favourable driving record. (No drunk driving convictions and very few other
driving infractions.)

Once the concept of preferred takes hold it becomes the new standard operating
procedure. Ultimately, nearly every life product will offer a form of preferred
underwriting.

Meets the company height/weight (build) requirements.

The requirements for the basic
Preferred tier are a little more liberal.
All risks that do not qualify for
some level of Preferred, but are not
unduly impaired, will be offered the
Standard rate. Underwriters and
actuaries typically refer to this class
as the residual standard class.
Finally, all risks that do not qualify
for preferred or standard coverage
may be offered a rated or
substandard contract.

22 | iQ COMMUNICATIONS

At a meeting in Rome in 2009, our Life Department and Generali USA co-hosted a meeting
on Life Insurance Risk Products. Many Group companies attended and discussed their
experience in term insurance business.

The evolution of underwriting

UNISEX RATES - Vary only by age
1900s
1980s

Male
Non-Smoker

Female
Smoker

1984 - HIV
1990

Preferred

Standard/
Residual

1997

Super Pref

Pref

Of course, we discussed product development and preferred underwriting in the U.S.

marketplace at length. Since that meeting, weve been working closely with several
Group companies providing them any assistance they need in key areas such as mortality
experience, the predictive value of various underwriting tests and best underwriting practices.
The aim of our efforts is to help Generali get a jump on our competitors and provide better
products and service to our clients by becoming a leader in the field of mortality products
on a global scale.

Rated

The Guide: Work smarter, work faster, be more profitable.

1999

Super Pref

Pref+

Pref

Standard/
Residual

Rated

http://www.generalidownloads.com/iq/IQ9/theguide.pdf

For further info contact:

BDavis@generaliusa.com

iQ COMMUNICATIONS | 23

GENERALIS
INNOVATION NEWSLETTER

The Whole World in Your Hand

Making the World Safer for Travellers
By Toni Cohen, Migdal

All policy details can be stored in a smartphone to help reduce those awkward situations
where, when a traveler is injured during a trip, they might struggle to receive first aid
treatment since the relevant papers are in their hotel. The application also enables
storage of further crucial documents, such as flight ticket, passport and visa duplicates
as well as emergency instructions.
Another unique benefit is a complimentary selection from renowned publisher, Shichors
various travel guides. It provides a useful benefit through upgrading the entire travel
experience of the average Israeli traveller by providing these invaluable guides either
in digital or printed format.
Migdals app comes as both a stand alone offer where the insurance purchase entitles the
purchaser to a free printed travel guide or, with the combined application, travel insurance
buyers receive a free digital travel guide to a specified destination.
Shichors tourist application is the first Hebrew application for the Israeli traveler abroad.
It operates offline while saving costly Internet surfing costs. The application offers a new
travel experience in key global destinations. Part of the content is offered for free, while
city guides are sold for $14.99.

Israeli insurance company, Migdal, has launched an iPhone application to provide

travel insurance.
The new app is yet another cellular innovation developed to provide customers with
efficient, more convenient access to its products. The project follows research showing
most travellers abroad purchase travel insurance 24-48 hours prior to the flight, looking
for an immediate solution.
The unique application allows travellers abroad to choose the most suitable of our travel
insurance policies, select optional insurance extensions according to the type of trip
(vacation, extreme sport, special destinations) and complete the purchase in minutes.

24 | iQ smarts

It includes interesting and diverse trip tracks, dynamic maps, the ability to pinpoint your
location on the map, the ability to create a personal favorite warehouse and much more
all in the Hebrew language.
This is an example of Migdals philosophy of always aiming to meet customer demand
for immediate availability of insurance shortly before or even during the trip.
The rewards for our attentiveness to customer demands have come in the form of an
outstanding customer response within less than a month from launch day, our App
Store recorded 10,000 application downloads.
We can only describe this as an enormous success being in the palm of our customers
hands whenever in the future their need for travel insurance arises, Migdal is already in
the palm of their hands.

iQ smarts | 25

GENERALIS
INNOVATION NEWSLETTER

Protection in
Troubled Regions
Protecting Colombias Most In Need
By Carlos Snchez, Generali Colombia

Wiring funds home to South America has long been a tradition for migrant workers
determined to help financially support their families. Yet for many in more troubled
regions there remains a threat that the monies might never make it from the pick
up point to the relative safety of their homes. This harsh reality has meant that
many families have been left with little or nothing on which to survive.
Recognising the extent of this problem, Generali Colombia has introduced a new policy
designed to help those who might find themselves most in need and, in the process,
have created an unusual new market. For premiums averaging just US $1.5, Generali
now provides cover for the received monies over a two hour period. This means the
cash, which has an average value of US $250, is insured until it can be made secure.
The insured person is also covered with a personal accident insurance policy, applicable
if they are injured when any monies are stolen. A software programme has been developed
in conjunction with the policy to make certain the insured persons details are logged
and they cannot take our insurance again for a year if a claim is made.
A second, related offering is a life insurance policy, providing cover for those receiving
the funds. In addition the sender of the cash, who is usually in a nation other than
Colombia, is provided with funeral assistance in order that they can be ensured a
proper burial. The policy, with an average premium of US $15, is designed to provide
assistance with the usually extremely high cost of repatriating the deceaseds remains.
These policies are some of the first in a
concerted effort by Generali Colombia to target
new market segments and will be followed
by an offer set to commercialise personal
accidents, focusing on education and
home expenses.

24 | iQ SOLUTIONS

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GENERALIS
INNOVATION NEWSLETTER

Breaking new
ground in London
The Insurance Telematics Conference 2011
By Andrea Jurkic, Generali Group Italy
A recent, groundbreaking event in London brought together some of the finest minds
and visionaries in the insurance world to consider the future of telematics in motor
insurance, with our Innovation & Partnership department representing Generali Group.
Telematics is the technology of sending, receiving and storing information via
telecommunication devices in conjunction with effecting control on remote objects.
Telematics is most notable for its application in GPS and Satellite Navigation.
The 250 thought leaders and key industry individuals present in London absorbed
the thoughts of 30 industry experts. By bringing together the major OBU (On Board
Units) service providers with insurance companies, telecommunication carriers and
smartphones manufactures (the new faces in this market), the event was able to target
issues specific to this fast changing market.
As this market gathers pace the largest barriers were described and discussed as
technology costs and consumer acceptance. The introduction of large-scale service
therefore depends on the value that can be created for the driver and the insurer. It follows
therefore that optimal industry partnerships and strategic information management will,
naturally, create the environment needed for higher levels of success.
The Generali Group Italy offering was much praised in London and the firm is much
admired in this field, currently riding the crest of a wave alongside INA Assitalia, FATA
and Genertel. Our efforts have taught us that with this technology we can change the
rules of customer service in relation to assistance in case of accident and/or in case of
theft, claims management, risk profiling and customer education.

28 | iQ SOLUTIONS

Generali Italys offering for this sector includes three insurance solutions that cover
all the possible services. They are:
TPL Third Party Liability,
FT Fire & Theft
FC Fully Comprehensive policies.
Our Use of the technology includes:
Anti-theft with on demand or automatic tracing to recover stolen vehicles.
Automated roadside assistance with the support of Europ Assistance.
Accident reconstruction diagrams with acquisition and investigation of crash
data based on recording of telematics axis-acceleration.
Fraud prevention with acquisition of additional data for constant monitoring of risk
quality (coherence between preventive risk selection and the insurance situation)
Usage-based solutions (PAYD Pay As You Drive and PHYD Pay How You Drive)
where a significant amount of the annual premium is charged on the basis of data on
vehicle use (distance and roads travelled, total and daily driving times, average speed
and vehicle speed measured at predefined intervals, key on / off cycles, accelerations/
decelerations, longitudinal and transverse)
Generali clients have stated that they expect to be rewarded for their good driving records,
based on a feeling of reciprocity with us. We have found that rewarding an individual has a
positive impact because it strengthens their relationship with us and that, inevitably will be
encouraging when they choose future policies.
In all we found this event extremely interesting and it reinforced our strong belief that
capitalising on Insurance Telematics will represent a large part of Generali Italys future
and can change the landscape of motor underwriting risk with a real, revolutionary
customer centric approach.

iQ SOLUTIONS | 29

GENERALIS
INNOVATION NEWSLETTER

Country Heads of Innovation

Visit the Innovation Teamsite:
https://collaborationext.generali.com/teamsites/ilab/default.aspx

Ooi Kim Chai

Asia
Office: +852-25210707
Email: kimchai.ooi@generaliasia.com
Mobile: +852-98899010
Tilman Buchner
Austria
Office: +43-1-53401 14112
Email: tilman.buchner@generali.at
Eric Monsieur
Belgium
Office: +32-2-4038332
Email: eric.monsieur@generali.be
Mobile: +32-495541370
Zoltn Pal
Central & Eastern Europe

Office: +36-1-301-7396
Email: zoltan.paal@generali.hu
Mobile: +44-7786 311 986

30 | iQ CONTACT

Claudio Mele
Central & South America
Office: +54-11-4857-7911
Email: mele@lacaja.com.ar
Ass:
Mara de los ngeles Siniscalchi
Office: +54-11-4857-7980
Email: Siniscalchi@generalicorporate.com.ar

BERTRAND BOR
France
Office: +33-1-58-34-14-82
Email: bbore@generali.fr
Mobile: +(0) 6 20 73 25 17

Tim Loveridge
Generali Worldwide
Office: +44-1481-703033
Email: timloveridge@generali-guernsey.com
Mobile: +44-7781 136763

Paul Gillet
Generali PanEurope
Office: +44-7710-900310
Email: paulgillet@generali.ie
Moshe Tamir
Israel
Office: +972-3-9168270
Email: moshet@migdal-group.co.il
Ass: Shimrit C
Email: shimritc@migdal-group.co.il

TO BE ANNOUNCED
Italy
Sten Nahrgang
Germany
Office: +49-221-4203 3814
Email: sten.nahrgang@generali.de
Ass:
Nadine Maul
Office: +49-221-4203 3815
Email: nadine.maul@generali.de

Marc Lagermann
Netherlands
Office: +31-20-660 1566
Email: marclagermann@generali.nl
Mobile: +31-651809827

Santi Cianci
Portugal
Office: +351-21-311-2885
Email: Santi_cianci@generali.pt
Marcos Rodriguez Silva
Spain
Office: 0034 91 330 14 73
Email: marcosrs@generali.es
Roger Stieger
Switzerland
Office: +41 58 472 51 10
Email: Roger.Stieger@Generali.ch
Steven Spano
UK
Office: +44-20-7265 6412
Email: steven_spano@generaliglobal.com
Mobile: +44-7786 311 986
Chris Carnicelli
USA
Office: +1-913-901-4663
Email: ccarnicelli@generaliusa.com
Ass: Donna Bono
Office: +1-913-901-4668

iQ CONTACT | 31

GENERALIS
INNOVATION NEWSLETTER

Central
Innovation
Team
At the core of Generalis international
Innovation Infrastructure is the Central
Innovation Team (CIT), a dedicated
innovation team of internal consultants.
CIT key tasks include enhancing innovation
efforts across the Group by providing tools
to support and influence the customer
centric Generali Innovation Framework,
facilitating Group-wide knowledge sharing,
and managing a portfolio of strategic longterm and global innovation projects.
We aim at:
Fostering an open and fertile environment
by creating a strong innovation culture
Supporting a customer centric mindset
and processes to entice a real passion
for clients
Enabling bigger, better and faster
innovation to enhance long-term
sustainable competitive strength for
the Group.
For more information please visit:
https://collaborationext.generali.com/
teamsites/ilab/default.aspx

32 | iQ INTRODUCING

Peter Hobbs

Anna-Christina King

Office: +44-1481703032
Mobile: +44-7802282457
peterhobbs@generali-guernsey.com

Office: +39-041-549 2639

Mobile: +39-3666754903
annachristina_king@generali.com

Experience:
34 years experience in financial
services. Formerly the Head of Generali
International , Director of Generali
PanEurope and Generali International
and a member of the Management
Board of the Generali Worldwide Group.
A member of the Chartered Insurance
Institute of Great Britain and The
Personal Financial Society

Experience:
15+ years of extensive experience
in Strategic Marketing and Brand
Management, specialising in Consumer
and Market Intelligence - using superior
customer insights to inspire decisionmaking for successful marketing
strategies, applied consistently across
a range of categories and positions in
fast-paced large bluechip corporate
environments (FMCG, Consumer
Electronics, Financial Services).

Favourite Innovation quote:

Innovation is the delivery of ideas on fire
Anon

Favourite Innovation quote:

The only source of profit, the only reason
to invest in companies in the future is their
ability to innovate and their ability
to differentiate.
Jeffrey Immelt

iQ INTRODUCING | 33

GENERALIS
INNOVATION NEWSLETTER

Patrizia Legovini

Carla Verhaegen

Office: +39-041-549 4266

Mobile: +39-338-601 7192
patrizia_legovini@generali.com

Office: +32 (0)2/ 403 81 13

carla.verhaegen@generali.be

Experience:
Twenty five years of multifocus
background at an international level from
University to International Organisation
aiming to solve multicultural differences
in various continent in-between the
donors countries and the receiving ones.
Ethnographical approach to problem
solving using customer centricity.
Favourite Innovation quote:
Innovation is the heritage to our common
future!
Masai tribeswoman

34 | iQ INTRODUCING

Experience:
Experienced in (Corporate)
Communication and Marketing.
International experience gained as a
Communication Specialist at Generali
PPF Holding and at the European
Parliament. Member of the Innovation
Team at Generali Belgium.
Favourite Innovation quote:
Just as energy is the basis of life itself,
and ideas the source of innovation, so is
innovation the vital spark of all human
change, improvement and progress.
Theodore Levitt