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.

 
One Aviva. 50 million customers.

We aim to provide our customers with prosperity and peace of mind by offering them relevant, simple-to-understand products that they can trust.

Our CSR agenda lies at the very heart of the way we interact with our customers – in our vision and values, our strategies, our products and our services. In laying a strong foundation, our group customer policy directs uncompromising standards of commitment to customers from all our staff.

We want customers to trust us, so we are fair and open with them, and empower them to make informed financial decisions by training our people to determine their individual needs. We communicate as clearly as we can, make our products easy to understand and strive to offer helpful, professional service.

Looking ahead

Our efforts to promote responsible products across our business sectors, as well as generate awareness of our own CSR programmes, are gaining momentum and are described in the pages of this section. However, there is always more to be done. We need to step up our efforts to give our employees, particularly in marketing functions, the necessary information to promote both our new responsible product lines and our approach to doing business.

We are committed to standardising our customer performance measures across the group. At the end of 2007, a number of customer key performance indicators were launched in the UK and these will be extended to and reported on by our international businesses in 2008.