SUPPORT THAT WORKS LIKE MAGIC

GIORGIO MARCHEGIANI, PRESIDENT OF THE ITALIAN-SERBIAN CHAMBER OF COMMERCE AND CEO AT DDOR INSURANCE, MEMBER OF THE UNIPOL GROUP

In this emergency situation, the role of the Chamber was essential in our business community, both in protecting existing companies and reinforcing the bridges between Italy and Serbia. We are not magicians, but as a chamber we support our member companies in their everyday business life and cultivate longterm relationships with them. This seems to be appreciated as a value proposition

Italian FDI will continue for sure, says Italian-Serbian Chamber of Commerce President Giorgio Marchegiani in this interview for our CorD special edition. Indeed, as can be read in the lines below, the Italian-Serbian Chamber of Commerce is doing its best to keep the existing business community safe and sound, and to attract new members and prospective investors. And we can therefore look with hope towards new Italian investments in 2021.

Mr Marchegiani, the previous months weren’t normal for any of us. What was the “not normal / new normal” for the Ital ian-Serbian Chamber that you head? - You are right, nothing was normal - first of all for all of us as human beings, even before considering our professional role.

Thinking back to the previous months, I can describe two phases: the emergency and the restart. For the first part, I remember very well that week starting on 9 th March: I flew to Serbia on the Monday, hoping that flights would be maintained. Italy was already experiencing a health tsunami and we were all worried for our companies and our families. The whole of Europe, and also Serbia, implemented more severe measures that week, closing airports and locking down borders with neighbouring countries in a few hours. In that situation, where all of us were confused, scared and also had huge logistical problems (trucks blocked, drivers quarantined, families displaced), the Chamber behaved as a community to help, cooperating with the Italian Embassy in Belgrade, sharing information about the situation at the border crossings, health regulations, safety measures in the workplace, solutions, concerns, experiences.

That first phase brought us back to the original role of the Chamber of Commerce: to meet and share information, in a difficult environment. Compared to the past, the meet ing place was on the web and via social media, or over the telephone.

During those days, I immediately pushed the staff to issue our newsletters almost daily via email, with all relevant official information. Further to this, a huge number of special cases was dealt with, with some thousands of phone calls that our staff answered, to support specific situations.

After a few weeks, in May, the second phase started, which purchases of policies for all insurance products and services I define as “the search for new markets”. In that phase, Italian within the regulations in Serbia. Besides this situation, DDOR companies – in most cases ones with no existing presence in osiguranje has also been preparing new products and services, Serbia – started calling us to understand how this market can but also channels that will enable customers to have better help them generate new business. This activity is still continu information, purchase policies, but also report claims. ing and I hope it will bring new investments to Serbia in 2021. The ‘new normal’ that awaits us in the future will have a From the perspective of your members, which measures of going to be a value adding part of that. the Serbian government were the most important for com strong online component of everyday activities, and we are panies to proceed to work? Which of your services did clients need the most and how - The COVID-19 impact is specific by industry and company size. has your offer adjusted to cope with the new circumstanc Each industry sector had its own approach. In general, I can say es of the market? that both the salary contribution and the moratorium on tax and - From the beginning of the epidemic, DDOR osiguranje called other payments were highly appreciated by companies. I person on people to act responsibly and follow prescribed measures ally observed and praised the quick reaction of the Government of behaviour. However, in the case of COVID-19 infection, we and rapid implementation of measures. Speed is key and our were the first to introduce the product ‘Epidemik Protekt’, members appreciated that. which provides assistance and financial We were the first to help to those who must be hospitalised. How complex is it for your company to navigate and organise workers and oper introduce the product The citizens can have it as additional insur ance with their life insurance policy and ations in volatile times and during sudden ‘Epidemik Protekt’, which companies as a group accident policy for changes in the health situation? - Now that the we have several months of experience with the new situation, I can t provides assistance o those who must be a life insurance policy that already cover risks against epidemics. Additionally, we introduced special travel say that we must be satisfied with how we hospitalised. We also health insurance that included COVID-19 reacted to the new conditions of business with the epidemic. introduced special travel for all tourists planning their holidays somewhere abroad. At the same time, we

DDOR osiguranje is a large company health insurance that included offered special insurance for hotel guests with a large network and the challenge was to reorganise processes in order to protect employees and clients, while COVID-19 for all tourists travelling abroad who decide to stay in Serbia. Given that Serbia operates on a tight still providing a high level of service. We budget, which non-financial measures decided to remain open the entire time, but we also adjusted. could help the insurance industry better catch up with the That said, we enabled the option of working from home for needs of the market? more than 70% of our people, immediately introduced high - There are a number of measures that we can apply: we have to health and safety measures on our premises and introduced listen continuously to our clients, use their language – including the contactless purchasing of policies for both citizens and digital media – work on the availability of insurance and pro companies. In the Claims department we introduced a system viding it when its needed, and in a way that can be understood of contactless claims reporting and scheduling of damage by most people. At the same time, the whole industry, along assessment, in order to reduce the number and volume of with regulators and partners, should continue joint efforts contacts between employees and customers. on educating the general public, which is a continuous and

All the measures taken were implemented in a timely man enduring process. That said, we used to say that insurance ner and I can say that we did a good job in protecting people is most expensive when you don’t have any. This also means while maintaining the level of business operations. that citizens can buy insurance that could save their homes or other property for amounts that are affordable to most people. How successful was the shift to the online domain for the For business clients, some forms of insurance are obliga insurance industry and your company in particular? tory or required by partners, and for them insurance is part - The whole world shifted online. Unlike some other industries, of their investment in business continuation. insurance is one of the most conservative and, to some extent, We have a good example in the agriculture business, where this situation accelerated the shift online. On top of our regular the state provides incentives for producers by subsidising online shop that offers standard insurance products, mainly 40% of the premium. In this way, food production – as one for travel, we provided the option of completely contactless of the most important branches of industry – has support.