Aviva 2013 Annual Report Download - page 32

Aviva plc
Annual report and accounts 2013
30
Market focus
David Barral
CEO, Aviva UK & Ireland life insurance
Business
in brief
We offer:
Pensions, annuities,
protection, bonds and
savings, investment
sales, private medical
insurance
12.9m1
Customers
6,000
Employees
For more information
about market priorities,
turn to page 20
Market type
Cash generator
UK Life
Turnaround
Ireland Life
Our strategy
By focusing on providing our customers with
competitive products that meet their changing
needs, we aim to continue to improve cash
generation and deliver protable growth.
Our overall business is focused on risk products
and long-term savings.
Our expertise across a comprehensive range
of risk products, including protection, annuities,
equity release and private medical insurance, is
underpinned by our underwriting and investment
management expertise, as well as our strong
distribution networks and our brand.
We intend to grow our business by focusing
on the needs of our customers at key times in
their lives. We have championed the importance
of life protection for families, and will develop
digital tools to help them choose our products
in a simple and informed way.
The retirement market is a crucial area of
our business and one we have successfully
campaigned on for several years to ensure
consumers get the best deal. We work closely
with our customers to help them prepare for
their retirement and consider their options.
This preparation includes assisting customers
as they consolidate their pension savings and
choose the best way to fund the different stages
of their retirement.
We also intend to grow our award-winning
private medical insurance business.
We take care of more than £90 billion of assets
on behalf of our pensions and investments
customers. By managing our existing book of
business efciently we are able to offer continued
value-for-money for our customers and
shareholders. Customer service is paramount at
Aviva, and we are continually looking at ways
to improve our service by using more efcient
processes and automated tools.
Retaining our customers remains a priority
for us. For instance, in the area of automatic
enrolment and workplace pensions we are
helping employers prepare for the date when
their automatic enrolment duties come into force
for their businesses.
We are also growing our investment platform
by helping advisers consolidate their clients’
pension savings.
Consumers’ increasing use of digital tools
and mobile devices is providing the impetus for
Aviva to develop simple, differentiated software
applications which allow customers to interact
with us quickly and easily at a time that suits
them. In February 2014, we launched a new
online portal to enable our customers to access
all of their Aviva products from a single login,
ensuring they receive the same simple, accessible
and high-quality online experience across our
businesses in the UK.
We need to have a deep understanding of our
customers, including their attitudes, behaviour,
lifestyle and health to help us innovate and price
fairly in the market. Our use of data from our
extensive customer base and external sources
is invaluable to this understanding.
Our employees shape our customers’
experience. Our focus is to build on our employee
engagement and drive improved effectiveness,
as well as develop and retain our key talent. We
recognise there has been a period of uncertainty
for our employees as we have transformed our
UK & Ireland Life business and remain committed
to developing a workplace that fulls individuals’
career aspirations and supports their wellbeing.
UK & Ireland Life
Aviva is a leading life insurer in the UK and Ireland,
offering retirement, risk and savings products to both
individuals and groups.
1 This gure represents the total unique customers in the UK and Ireland and does not include the number of people covered by our policies, which is considerably more.