Aviva 2013 Annual Report Download - page 34

Aviva plc
Annual report and accounts 2013
32
Market focus continued
Maurice Tulloch
CEO, Aviva UK & Ireland general insurance
Business
in brief
We offer:
Personal home and
motor insurance,
general insurance for
businesses, corporate
and speciality risks
12.9m1
Customers
9,000
Employees
UK & Ireland
General Insurance
We are the UK’s largest general insurer and a leading
general insurer in Ireland, providing a wide range of
products to personal and commercial customers.
Our strategy
We are focused on providing our customers
with products that meet their insurance needs.
We will support the Group’s investment thesis by
delivering cash and protable growth through
our expertise in underwriting, pricing and claims
management.
We plan to improve cash ow by reducing our
cost base through further efciencies, increasing
average product holdings per customer as part of
our digital investment, and extending our reach
through targeted growth in commercial business.
We have a diverse distribution model in
UK & Ireland General Insurance, selling our
products through brokers, partners and directly
to customers and we continue to focus on
establishing clear and compelling propositions
which deliver an excellent customer experience.
We are investing in the latest technology to
serve our customers more effectively. In 2014,
we will accelerate our use of predictive analytics,
which uses advanced modelling techniques to
identify trends in a variety of data. We will make
full use of this to improve pricing sophistication,
target growth in protable lines of business,
improve fraud detection in both underwriting
and claims, and be more informed in how we
target customer communications.
In commercial lines we are implementing
Guidewire, an insurance software solution, across
our policy administration and claims activities.
The increased automation this provides will
improve accuracy and efciency of processing
and will enable us to build products that better
reect changing customer needs.
Customers are our top priority. Their feedback
continues to be our richest source of insight.
In 2013 we redesigned existing products and
created new ones following extensive customer
research and the introduction of independent
third-party and customer online rating and review
tools. As a result, our personal home and motor
products are now Defaqto ve-star rated. In
addition, a new online portal will 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 life and general insurance
businesses in the UK.
Our product range will continue to be guided
by customer research, and in addition we will
supplement the existing insights with a broader
range of customer satisfaction measurements
across all distribution channels.
Our people strategy is designed to foster a high
performing culture with a focus on achievement,
potential and collaboration. As part of this, we
are developing our technical learning
programmes and acting upon the results of our
internal employee survey. We are also continuing
to improve our apprenticeship programme and
enhancing our graduate programme.
We continue to work on the turnaround of the
Irish general insurance business. Our strategy in
Ireland is to focus on strengthening our position
as a leading broker-based insurer and increase
our retail market share through a digital offering
that puts the customer at the centre of everything
we do.
For more information
about market priorities,
turn to page 20
Market type
Cash generator
UK general insurance
Turnaround
Ireland general insurance
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.