Aviva 2002 Annual Report Download - page 32

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General insurance continued
18 Aviva plc
Annual report + accounts 2002
Ireland
Hibernian is Ireland’s largest general insurer, with a 24% market
share. We provide cover for all aspects of motor, home and small
commercial insurance through brokers and corporate partnerships,
by telephone, or at one of our high street branches. Operating
profit was £44 million (2001: £48 million) on net premiums of
£377 million (2001: £456 million).
A number of steps have been taken to address issues affecting the
insurance market in Ireland. For example, the Irish Government has
set up a personal injuries assessment board to ensure greater
consistency in compensation awards, reduce litigation and restrict
rising insurance costs. For our part, we continue to offer reduced
car insurance premiums to inexperienced drivers who successfully
complete the advanced tuition provided through our highly
successful Ignition training programme. We have also introduced a
new web-based software package, free to all Hibernian business
customers. It enables companies to assess their individual risks and
needs, and qualify for a reduction in their premiums.
We achieved an improvement in our customer service standards
during 2002, particularly through our new service centres in
Galway and Cork. Our claims service also benefited from the
introduction of a new e-claims system.
Customers
increasingly look for
individually tailored
products and
services. We are
developing a number
of initiatives to meet
this growing
demand.
101.4%
combined operating ratio*
*From continuing and discontinued operations.
101.7%
combined operating ratio
– continuing operations†
†Continuing operations excludes the results of the disposed general insurance
operations in Australia and New Zealand.