On 28 February 2019 we released our 2018 full year results, but when looking at company performance, numbers only tell one side of the story. (Of course if numbers are your thing you can read our 2018 full year results announcement here).

Here are nine highlights, in pictures, from across the Group that show how RSA has been going the extra mile to deliver best-in-class products and customer service. 

Putting the AI in claims

To make car insurance claims faster and easy, MORE TH>N worked with Emergent Network Intelligence (ENI), a Verisk business, and developers of Intelligent Vehicle Inspection (IVI). In June, MORE TH>N launched a new portal that allows our customers to upload images to immediately assess whether a damaged vehicle is repairable or needs to be written off, enabling total loss claims to be agreed in just three days.

Helping vulnerable customers

The needs of RSA Motability customers are always changing. In 2018, we provided custom training to 500 employees so that they could understand the challenges our customers face to continue giving best-in-class customer support. The training also encouraged our colleagues to talk about their own mental health and wellbeing as part of making sure they're supported to perform at their best.

Clamping down on fraud with data analytics

Roughly 5-10% of claim payments for all insurers in Sweden are paid out to fraudsters. In 2018, our colleagues in Trygg Hansa said 'no more!' by launching a customer fraud detection tool that uses live data analytics to spot and flag fraudulent claims. The result? The number of fraudulent claims detected has doubled since its launch!

Apprentices: you're hired!

Since the Apprenticeship Levy was introduced in 2017, nearly 200 RSA employees have signed up to our apprenticeship programme as a way to gain qualifications to help them excel in their roles. We even had a father-son duo taking on the apprenticeship at the same time! In addition, we also welcomed 15 college-leavers in 2018 who have been such a success that we've expanded the 2019 target intake by over 100%.

RSA volunteer-oes: assemble!

Every year the generosity of our colleagues around the world seems limitless: 2018 was no exception. Volunteers from every region we operate in raised £285,300 through fundraising and racked up 8,200 volunteering hours helping local causes. Check out #RSAvolunteers to see more photos of them in action.  

Talking your pet's language

When your pet is sick, every second you can save getting them the right treatment is precious. MORE TH>N's pet insurance claims team receive over 800,000 pages of detailed pet medical history every year - that's a lot to process! So, in a pet claims industry first in the UK, MORE TH>N started using cutting edge

technology to take some of the sting out of processing these pages, which in turn helps claims handlers make better informed decisions and pay claims faster.

Oman's automated insurance machine

Cars driving into Oman from neighbouring Middle Eastern countries are required to have motor insurance. Our colleagues at Al Ahlia wanted to make purchasing this insurance quick and easy, so they created an automated insurance kiosk where drivers can buy cover at the touch of a few buttons as soon as they arrive in the country.

WhatsApp Oman? 

The same clever colleagues at Al Ahlia also made a pioneering foray into using WhatsApp to purchase or renew insurance policies. Customers can request renewal quotes directly through the app, circumnavigating form filling.

Quicker processing of low-cost claims through Auto Express

RSA Canada's launch of Auto Express - a system that fast-tracks simple and low-cost claims - has reduced the time it takes to pay an auto claim by a whopping 65%.

Find out more about how RSA performed in 2018 :

• Watch an interview with Group Chief Executive Stephen Hester
• Download our 2018 Full Year Results
• Read our 2018 Annual Report