Business strategy

Rigorous cost control, disciplined underwriting and excellent customer service are at the core of our general insurance business. We aim to deliver high-quality earnings from our market-leading positions in personal insurance and selected commercial lines.

Our sustained profitability gives us a solid platform from which to deliver high-quality service, strengthen our relationships with our customers and broaden our range of propositions. Our range of distribution channels and balanced portfolio of products and services enable us to react flexibly to changing market conditions and to meet customer needs. By investing for the future, we ensure that we can deliver innovative solutions to our customers and sustain our excellent performance.

		Highlights of the year
		Chairman’s statement
		Business overview
		Group Chief Executive’s review
		Operating review
		+ Long-term savings
		+ Fund management
		+ General insurance
		-  Business strategy     -  Market position     -  Multi-distribution capability     -  Customer offering     -  Performance     -  Outlook
		Corporate social responsibility
		Financial review
		Board of directors
		Financials