Products and services
Our products are designed around the needs of customers to help them make informed choices about their insurance and financial needs.
Increasingly, customers also want to know that their choices are benefiting the environment, or have positive societal benefits. For example:
- Car insurance customers in some of our general insurance markets are rewarded for lower premiums if they opt for lower CO2-emitting vehicles
- As part of our response to climate change, we’ve launched insurance products that cover the commercial development of low-carbon products
- We’ve worked with suppliers to introduce a ‘repair not replace‘ approach to motor vehicle repairs – minimising waste, building workplace skills and helping to keep down the cost of motor insurance premiums.
Information, marketing and advertising
We are committed to providing customers with clear and balanced information so that they are fully aware of product features, risks and benefits when considering whether to buy.
To facilitate this, Aviva launched the Aviva Financial Adviser Academy, which supports the financial adviser community to give the best advice and information to customers. Since its launch, 6,000 members have signed up and almost 3,000 have taken a diploma exam.
Compliance
As a business, we stand or fall by our reputation. Sometimes we don‘t get it right, but when this happens we do everything we can to rectify the situation.
Read about how we manage compliance and what we do to address incidents of non-compliance in the Risk Management section of our Annual Report.
We take every issue and every suspected or actual breach of compliance regulation extremely seriously. If it becomes clear that we have fallen short of the highest standards, we take immediate action. As well as addressing the issue itself, we apply preventative measures as appropriate: for example, by strengthening procedures, systems and ensuring that our employees have a clear understanding of compliance matters.
Microfinance
Our affordable microfinance and insurance products for low-income earners have reached around 3 million rural customers in India to date, in many cases offering financial protection for as little as US$2 a year.
Company of the Year
Aviva in the UK Life was recognised as Company of the Year in the prestigious Money Marketing Financial Services Awards by a judging panel of 1,000 financial advisers.
Aviva Customer Cup
In 2010, we continued to run the Aviva Customer Cup, first launched in 2009. The Customer Cup challenges employees from around the Group to increase customer satisfaction and loyalty by improving our product offering and service delivery.
Projects from more than 200 teams are evaluated by judges in three tournament stages, with 10 teams making it through to the grand final in June 2011.
The Aviva Customer Cup was recognised in the Financial World Innovation Awards 2010 for ‘Innovation in Staff Participation‘. It also achieved more global participants across Aviva, with 67% of the teams coming from outside the UK in 2010, compared to 52% in 2009.