Aviva 2006 Annual Report Download - page 69

Overview Business review Governance Financial statements Other information
Aviva plc
Annual Report and Accounts 2006 65
iAviva remains in
global lists of sustainable
corporations
We continue to be the only UK insurer included in both
the Dow Jones Sustainability World and STOXX Indexes,
and we are a member of the FTSE4Good Index series.
These indices track the performance of the leading
sustainability-driven companies worldwide. We are
particularly proud of our scores for environmental
reporting (100% ), social reporting (98% ) and code
of conduct (97% ) in the Dow Jones Sustainability
World Index.
These listings recognise the commitment we are
making to thinking about the futurein a socially
responsible way. It is apparent that investors are
increasingly taking account of these ratings when
making investment decisions.
UFor more information on our CSR programmes visit
www.aviva.com/csr
Customers
Given our ambition, we put our customers at the heart of
everything we do. We are committed to:
–Having better insight on the events that shape our customers
financial needs and designing products and service to help them
meet those needs
–Providing customers with good service and information that is
clear, balanced, fair and not misleading when they buy
our products
–Helping our customers after they have bought our products by
honouring our promises, giving good service, and providing
helpful information
–Where appropriate, working with our customers’ financial
advisers to serve our customer’s interests.
In 2006, the Board approved a group customer policy that embeds
these commitments into the way we work in our businesses around
the world.
This policy means that leaders in our businesses must demonstrate
an uncompromising standardof commitment to customers, with
performance against the policy measured as part of the way we
look at business performance.
We comment here on progress across our core business activities
under our key operating regions: UK, Europe and International
and Morley.
United Kingdom
Norwich Union Life helped develop the Association of British
Insurer’s Customer Impact Scheme. The scheme aims to improve
performance across the life insurance industry and so improve the
experiences of our customers.
This scheme helps support our obligations under the Financial
Services Authority’s Treating Customers Fairly initiative.
The Customer Impact Scheme includes:
–formal commitments by our board that put customer interests
at the heart of our business
–participation in an annual in-depth customer survey to measure
how well we are doing
–adetailed annual report showing how well we have met the
customer commitments (available June 2007)
– a panel with members from both the industry and outside to
oversee the scheme, advise the ABI and report on progress.
In helping to champion consumer issues, Norwich Union is
collecting data from telematics black boxes on how often, when
and where motorists drive. This enables both transparent insurance
premiums and appropriate safety messages to different customers.
In addition, Norwich Union has numerous product innovations for
example, discounted insurance for bio-ethanol fuelled Fordcars and
asimplified life insurance product.
Europe
Aviva France has promoted the concept of “ le bon conseil”
stressing the importance of proper advice and research prior to
purchase. In particular, we have been fast and efficient in our
adaptation of new laws in comparison to market competition.
In Delta Lloyd, our Dutch subsidiary, all employees participated in a
commercial training programme to help encourage the organisation
to become more customer minded. Other initiatives included
employees visiting customers to obtain their views on products and
services. Further, to help improve transparency of life products and
provision, Delta Lloyd simplified its cost structure and lowered the
costs of life products. It also promotes transparency of life products
on its website.
International and Morley
Aviva India has implemented various initiatives to help control
mis-selling, from enforcing guidelines for policy sales, taking
action against agents who do not comply and carrying out
“ mystery shopping” activities to monitor how policies aresold to
carrying out independent customer satisfaction studies. Similarly,
to avoid agent mis-selling in Aviva-COFCO China, we have
training programmes in place that provide strict certification
of agents across China.
During the year,Morley’ssustainable and responsible investment
(SRI) team reached the £1 billion mark in its SRI funds under
management. The SRI team, has seen continued growth from both
retail and institutional channels since joining M orley in 2001.