Customers
Progress in 2007
| Objectives | Progress against objectives |
|---|---|
| In 2007, Norwich Union intends to focus its customer communications on the lack of understanding of ‘retirement options’ and the fact that people are not looking for the best deal, ultimately costing them a loss in income for the rest of their lives | We have produced an educational guide for consumers about how to turn their pension into a regular income upon retirement. We also developed the ‘Make Sense Of It’ website, which guides consumers through investment, protection, retirement and pension products. |
| In 2007, Norwich Union intends to continue the customer communications review and produce documents which are in ‘Plain English’ and do not confuse the consumer | We have focused on listening and responding to customers, for example by joining the Customer Impact Scheme (see below) and setting up a Customer Service Academy. The RAC has run customer experience workshops and listening forums. |
| Norwich Union will be gathering evidence to see if there is a link between ‘Pay As You Drive’ ™ product technology and environmental virtues | We are continuing to gather evidence so as to validate the statistics over a significant time period.We are continuing to gather evidence so as to validate the statistics over a significant time period. |
| We will extend the discount we offer on flexi-fuel Ford cars through our Ford Insure channel. We will look for further learning and development opportunities in 2007 | The discount was extended to the end of 2007. No further learning and development opportunities available during 2007. |
Highlights
- £2.8 million in unclaimed pensions returned through our 'Find the Fishermen' campaign