Customers
The goal of our work is to improve the lives of our customers, turning a promise into reality.
Long term trust
At 31 December 2024, Banca Generali’s AUM amounted to 102.719¹ billion euros (+11.9% vs. December 2023). Moreover, we have succeeded in increasing the number of our customers from 341,732 to 349,192 to 359,000 (+2.8%), with a Customer Retention Rate of 94.9% (vs. 94,7% of 2023).
¹Assoreti’s Scope
| Customers Number and AUM | Customers Number | Asset Under Management (billion €) |
| 2024 | 359,000 | 102.719 |
| 2023 | 349,192 | 91.8 |
| 2022 | 341,732 | 82.2 |
| 2021 | 331,646 | 84.6 |
| Var % | 2.2% | 11.7% |
Providing high-quality information - meaning accurate, clear, and not misleading - to our clients plays a key role in our business model. This focus, along with consideration of clients' investment and sustainability preferences, allows us not only to meet regulatory requirements but also to strengthen clients' trust in us.
At the heart of our business model is the trust-based relationship between Clients and Financial Advisors. To better understand their needs and offer high value-added solutions and services, we employ advanced data analytics processes that allow us to gather indirect feedback from our Clients. This relationship is guided by the principles set out in our Internal Code of Conduct, which ensures that every interaction is marked by transparency, fairness, and responsibility.
To ensure constant and accessible communication, we provide various channels through which Clients can contact the Bank, request assistance, communicate their needs, or lodge a complaint. Clients can turn to Banca Generali’s branch network for personalized support from their assigned Financial Advisors, or contact our Contact Center for help with internet browsing, access codes, current accounts, payment cards, investments, and trading platforms
A free Phone Banking and email service (BG Vale) is also available, through which customers can request a wide range of information, including the total value of their assets, account balance, transactions, bank details, and can also report personalised assistance needs. Customers can also communicate and operate with the Bank via the internet or phone through the free “Home Banking” service.
We believe that the proper management of personal data and the protection of our clients' information assets are essential to safeguarding our business and maintaining a relationship of trust with our Customers.
To counter potential personal data breaches, we have implemented a set of mitigation and prevention measures that include specific policies, technological security tools, staff training, regular reviews of controls measures, ongoing risk assessments related to new data processing activities, and awareness initiatives aimed at both employees and customers.
To support these activities, we have also adopted a series of internal policies designed to ensure the continuous improvement of corporate resource protection in terms of ICT and cybersecurity (e.g., Security Policy).
Our products and services are designed according to a responsible, transparent approach based on specific guidelines:
- Offering with no conflicts of interest based on an open architecture: we offer our clients a full range of open-architecture investment solutions featuring flexibility and personalisation, so as to meet their different needs and requirements and ensure consistency with their financial planning objectives, risk tolerance and asset allocation;
- Protecting households' investments: we have created insurance investment products that combine investment needs with insurance coverage and the generational wealth transfer;
- Holistic wealth protection: we offer a range of financial and non-financial products and services designed to enhance and safeguard our clients’ holistic wealth over the medium to long term, through tailor-made solutions;
- Value of Service: we have enhanced and integrated the digital solutions of our services to offer our clients a cutting-edge technological ecosystem, ensuring an even more efficient and personalized experience;
- Risk control and customer support in investment management: we have created IT solutions that make it possible to grow and monitor our clients' assets over time, suggesting actions and strategies according to specific, constantly evolving needs;
- Clarity and transparency in communication with clients: in line with the indications of MiFID 2 and the provisions of our Internal Code of Conduct, transparency, accuracy and timeliness are the principles guiding the drafting of contracts, commercial documents and other communications with clients, with a particular focus on describing the characteristics of products and their risks, costs and charges;
- Focus on environmental and social issues: we have developed and continue to expand our range of sustainable investment products, which today are one of the distinctive aspects of our selling proposition. Our ESG solutions combine financial return goals with a focus on environmental, social and governance aspects.