Full Year Results: Supporting customers and communities in 2020

Our 2020 Full Year Results give you the financial picture, but we also want to take a deeper look at what happened behind the scenes and share a snapshot of how we sought to make things better for our communities and customers throughout the year.

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Despite the challenges presented by the pandemic last year, we still performed well, launched new initiatives, supported local communities and improved services in our markets around the world.


RSA UK launches charity partnership to encourage safer and more active lives

Every year, more than 14,000 people in the UK are killed following accidents, with hundreds of thousands more injured – but many of these accidents are preventable. To help tackle this issue, RSA UK has teamed up with the Royal Society for the Prevention of Accidents to highlight risks and help reduce the number of people affected by accidents at home or on the road. The first output from the partnership is a series of virtual roadshows and online support material to help over 65s improve their strength and balance –key defences to limiting falls at home.

RSA partnered with the Royal Society for the Prevention of Accidents to promote safety at home.

RSA Luxembourg helps children in Burkina Faso return safely to school

With communities in crisis needing help around the world, our European business wanted to do something to support those in need. RSA Luxembourg launched a new initiative called ‘quality education for all’, working with EDUCO to provide schools in Burkina Faso with hygiene kits for hand-washing. They raised enough to equip 12 schools with 74 hand hygiene kits, helping children in the area return safely to their schools following the pandemic.

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RSA Luxembourg helped provide 12 schools with 74 hand hygiene kits.

MORE THAN makes insurance simple by refreshing website and improving processes

As part of its drive to make insurance simple, MORE THAN, our direct to consumer brand in the UK, has refreshed its website to improve its look and feel, while making it easier for customers to navigate. MORE THAN also improved its digital quote and buy journey for pet insurance customers, with 30% more customers taking advantage of this to buy from us directly.

MORE THAN made some improvements to their website to make it easier for customers to use.

123.ie launched a new car insurance proposition for low mileage drivers

123.ie launched an exciting new customer proposition, called Low Mileage, which is designed for customers who drive under 5,000km a year. It allows customers to pay premiums based on the number of miles they drive, and was developed following COVID-19, in recognition of changes in some customers’ lives and driving habits, with more people working from home and government restrictions in place to help keep people safe. It is a great example of how we are staying connected to our customers, listening to their changing needs and responding to the evolving market.

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Drivers in Ireland are being rewarded with better premiums on low mileage.

Trialling new technology to help prevent workplace injuries

In the UK, we’re trialling a new wearable device from StrongArm Tech, which will help our Commercial insurance customers spot potential safety issues and avoid workplace injuries. The device, called Fuse Sensor, collects ergonomic and environmental data as employees go about their job and gives them real-time feedback if their safety is compromised, protecting people’s wellbeing and better ensuring they’re safe in the workplace.

The wearable device from StrongArm Tech will help customers identify safety issues and avoid workplace injuries.

123.ie and RSA Ireland give back to local communities

Teams across our Ireland business, 123.ie and RSA Ireland, came together in a companywide virtual challenge to raise much need funds for their charity partner, The Simon Community. Over the course of a few weeks, employees clocked up almost 20,000km for The Simon Community and raised €20,000. The money raised help to support families across Ireland who are homeless or at risk of homelessness. Employees walked, ran and cycled and recorded all their kilometres. It was a fantastic example of what teamwork can do and how, by working together, we can give back to our communities.

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€20,000 was raised to help those in Ireland at risk of homelesness.

Al Ahlia took home the Oman Insurer of the Year Award for the seventh year running!

Al Ahlia’s customer-centric operations led to it being recognised as Middle East North Africa Insurance Review’s (MENA IR) Oman Insurer of the Year – the seventh year it has won the prestigious award!

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Al Ahlia took home an award for Oman Insurer of the Year

UK Commercial Lines enhances its digital offering

Our Commercial Lines business in the UK has launched new digital propositions, including a new online portal which means brokers can submit claims digitally on behalf of customers, streamlining and simplifying the claim reporting process. The pandemic has also created more demand for online services, resulting in increased take up of our live chat tool. The tool allows brokers to get through to an underwriter or decision-maker more quickly and easily, and we now receive around 400 live chat engagements a day, helping brokers get the answers they need for their clients.

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The UK's new online portal means making commercial claims is more streamlined.

Al Ahlia adapts to the pandemic and boosts call centre capacity

When the pandemic struck, Al Ahlia in Oman worked quickly to move its call centres from office space to homes. Using smart software such as X Lite and boosting bandwidth ensured seamless connectivity from home, and call centre capacity was increased by 66% compared to the previous year to better support customers.

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Al Ahlia moved its call centres from office space to homes and improved its call centre capacity as a result.

Johnson Insurance puts healthcare workers first

To show appreciation and gratitude for everything that healthcare works have done, the team at Johnson in Canada launched a Healthcare Workers First initiative. The initiative gave Canadian healthcare professionals front of the line access and a speedy auto claims service experience, so that they could continue to focus on looking after patients.

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Johnson gave healthcare workers priority services so that they could continue to focus on looking after patients.

Trygg-Hansa is ranked as Sweden’s best digital insurance company

Trygg-Hansa has climbed from fourth to first place among the insurance companies ranked by BearingPoint’s Digital Leaders in Sweden report, primarily because of improvements within Digital marketing, Planning, Digital experience and Customer intelligence. Whilst the activity is driven and led by the local Trygg-Hansa team, it is also a collaborative regional team effort with IT, product and many other areas contributing to achieve this result.

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Trygg-Hansa was named Sweden's best insurance company.