Aviva 2001 Annual Report Download - page 24

Corporate social responsibility
22 CGNU plc Annual report + accounts 2001 Operating review continued
Multi-distribution capability We believe that a successful
distribution strategy is one that allows the customer to choose which
method of doing business they prefer, an approach reflected in our
principal general insurance businesses.
In the UK we have a leading position across the broker, corporate
partnership and retail direct distribution channels. We worked with
our business partners throughout the integration process and retained
key corporate and broker accounts. We have also built a growing
presence in e-commerce, with quotes via the internet and other
digital channels rising 60% to over one million during 2001.
In France, our motor, health and property insurance business is
sold through agents of Abeille assurances, brokers and a direct
operation, Eurofil. In Ireland, Hibernian uses call centre technology
to supplement the traditional agent and broker channel, as well as
the growing direct business. Most of Delta Lloyd’s business in the
Netherlands is introduced by intermediaries, with direct sales an area
for growth under the strong brand name of Ohra.
In Canada, products are distributed primarily through 2,500
independent broker partners, who are able to handle policy
administration over the internet via a leading-edge web application.
Our Australian business uses a range of distribution methods, with
business from brokers, agents and direct sales lines, and an increasing
e-commerce capability.
Customer service The scale and pace of integration activity during
2001 created pressure on our customer service standards, although we
worked hard to maintain our performance in key areas. For example,
about one million claims benefited from our TIM service in the UK
during the year. We acknowledge that continuous improvement to
deliver high-quality service is the hallmark of a leading insurer, and
we further increased our focus on service improvements as
integration was completed.
Norwich Union Insurance in the UK has strongly supported the
UK General Insurance Standards Council (GISC) from the outset,
because we believe that it offers good safeguards for customers.
We will therefore continue to adhere to GISC rules until the
Financial Services Authority assumes responsibility for regulating the
sale of UK general insurance products at the beginning of 2004.
Following the World Trade Center tragedy on 11 September 2001,
we helped people caught up in those terrible events by overlooking
standard exclusions on travel policies. We also provided free travel
insurance for relatives and others who needed to travel to the US in
the aftermath of the tragedy.