Supporting our customers is important to us – that means being there from the point they buy a policy and supporting them when they claim. We also understand that across our commercial and personal lines businesses, we have very different customers, with different needs.
Delivering excellent customer care is a key focus of our corporate responsibility strategy, Confident Futures. We recognise that we can’t fulfil our responsible business ambitions unless we put our customers at the core of our business.
Last year we formed the UK Customer Committee, chaired by Karl Helgesen, which ensures that we consistently deliver good customer outcomes, across the entire business. The committee has oversight of our customer conduct and considers industry and regulatory changes that impact our business and customers.
“We really try to understand our customers and adjust our approach according to their needs.”