Customers
Peace of mind for our customers
As the first insurer to make our In June and July 2007, more than 51,000 Norwich Union customers were affected by floods in the UK, and 4,300 had to evacuate their homes. Our repairers worked to get around 50% of them back in their homes by Christmas, surpassing the 40% target given to all insurers by the Association of British Insurers.
Our Mobile Advice Centre – a large yellow bus – visited flood-affected areas to provide customers with claims advice and practical help from property repairers and restorers. We estimate to have paid out on claims worth more than £475 million, with some customers taking up the offer of a cash allowance towards the cost of decoration to speed up the process.
While we responded quickly to an unprecedented natural catastrophe, we continue to do everything we can to help those remaining customers who have yet to return home to do so, and to make their temporary living arrangements as bearable as possible.
“ I can’t praise the assessors enough; they explained everything and we didn’t have to wait for anything. Being back home was the best Christmas present, while other people I know are still in caravans, waiting for money from their insurance companies.”
Paula Mortimer UK Customer.
Growing goodwill in emerging markets
Aviva-COFCO, our joint venture in China, was awarded the ‘Best Service Foreign-funded Insurance Company’ in a financial management survey conducted by SOHU, one of China’s largest websites. The company also received the accolade of ‘Most Competitive Multinational Company in China’ at the first China and Foreign Multinational CEO roundtable conference held in Beijing.
SMS reminder service
Direct Debits are still uncommon in Romania, so to support and encourage the timely payment of premiums, Aviva Romania launched a new SMS reminder service in March 2007. Two days before their premium payment is due, customers with mobile phones receive a reminder by text. This is the first initiative of a wider programme to improve customer loyalty through clearer communication, better processes and more flexible payment methods.
Life cover in India
Aviva India provides a range of financial products and services to help the underprivileged and combat poverty.
For example, one new microinsurance plan, Grameen Suraksha, reduces the burden on rural policyholders, who pay premiums for just two years and then realise the term benefit for five or 10 years. The scheme currently covers more than 1.1 million lives, and hopes to bring the benefits of life insurance to a wider rural population.
India’s first comprehensive child care plan, ‘Aviva Little Master’, is designed to take care of the current and future needs of children should they be orphaned.
RAC leading from the front
Quality audits and customer experience workshops are helping RAC Contact Centre agents to improve their rapport with customers, and listening forums have been run at the Bristol Contact Centre to share customer and colleague opinions. RAC’s approach has seen the company top the JD Power and Associates’ UK Roadside Assistance survey for the second consecutive year.