We take a holistic approach in the way we support our customers. We ensure that our product offering, pricing, service design and choice of communication channels enable our customers—including those who may have vulnerabilities—to make informed choices. We underpin this with learning and development for our people.
We to achieve fair outcomes for all our customers. We gather information through customer feedback, market research, workshops and effective relations with charity organisations to inform our approach across the business.
In the UK, we are a signatory to the ABI and BIBA Code of Good Practice that covers support for potentially vulnerable motor and household customers at renewal. MORE TH>N and RSA are also signatories to the Armed Forces Covenant which ensures that Armed Forces customers are not financially disadvantaged on motor or home insurance products as a result of an overseas posting.