Aviva 2013 Annual Report Download - page 51

Aviva plc
Annual report and accounts 2013
49
Strategic report Governance IFRS Financial statements Other information
Our wider impact continued
Our general insurance philosophy rules out
insuring certain business sectors on ethical
and risk grounds – such as tobacco, arms and
munitions, and GM crops.
Trust is a vital issue for our industry and we
are committed to simplifying every aspect of how
we deal with customers and making sure our
communications with them are straightforward
and transparent. This commitment is reected
in our customer thesis and business standard.
We uphold the highest stardards in managing
our business and this commitment is set out in
our business ethics code. In 2013, 95% of Aviva
employees agreed to abide by the code (2012:
88%). We aim for 100%, with a 5% variation
allowed for employees on long-term leave etc.
Financial crime
Financial crime including insurance fraud costs
the insurance industry billions of pounds every
year. This increases costs to customers
industry-wide. It’s our responsibility to manage
the risks of nancial crime so these extra costs are
not incurred by the customer. Our nancial crime
business standard ensures we manage the risks
to our global business and customers. Our
employees receive training on nancial crime
prevention including anti-money laundering
and fraud.
Should a breach of policy occur, our global
condential malpractice reporting service allows
employees to report by email, via the internet or
in our larger businesses, over the telephone. All
cases are referred for independent investigation.
In 2013, 27 cases reached conclusion and four
cases remain under investigation.
There has been no material litigation arising
from cases reported through our malpractice
reporting service in 2013.
Access to insurance
We increase our social and economic impact by
promoting access to insurance for all areas of
society. We invest in social housing and help
low-income households access affordable home
contents insurance.
We launched a new exible insurance solution
for learner drivers in 2013 in the UK. Dayinsure
Learner provides short-term cover from just one
day up to three months to allow provisional
licence holders to access affordable insurance.
As the largest private micro-insurer on the
Indian sub-continent, Aviva provides low-cost
insurance policies which cover the lives, health,
crops and property of people on low incomes for
less than £2 a year.
We are liable under the CRC Energy Efciency
Scheme. The boundaries of measurement and
reporting differ from our global operations
emissions, being restricted to the UK businesses
emissions from building energy and including
the property portfolio of our investment funds
managed by Aviva Investors. Our annual CRC
Report 2012–13 showed total emissions of
108,013 tonnes which cost £1,296 million in
the purchase of Government allowances.
Our target is to cut CO2e emissions by 20%
between 2010 and 2020. We aim for a 5%
year-on-year reduction. In 2013, we cut our
emissions by 7.5% compared with 2012, and
we’ve achieved a 12% reduction since 2010.
In 2013, for the rst time, we have been able
to measure the additional benets our carbon
offset have had on local communities. Two such
projects have positively impacted the lives of
more than 200,000 people.
Trust and transparency
As a long-term business with long-term
commitments, we create legacy through the jobs
we create, the products and services we offer,
and our investment in community infrastructure.
We are focusing on making our products, services
and expertise more benecial and accessible.
Going further
with our critical
illness cover
Over the last ve years, we
have paid out more than
£2.2 million in critical illness
claims to customers who
didn’t realise they could
claim under their policies.
We identied the claims
when customers contacted
us to make changes to
existing policies or to apply
for a new insurance plan.
In 2013, we radically
expanded our critical illness
cover for new customers
to ensure as many cases
as possible will be paid.
Our cover includes 57
conditions. We also
extended the scope under
which people will qualify
for three of the ve most
claimed for conditions:
multiple sclerosis, stroke
and heart attack.
In 2013, we paid out
more than 99.2% of critical
illness claims.
You can read more about our
approach at
www.aviva.com/2013cr
Controlling our impacts:
Aviva’s carbon footprint boundaries
Covering 100% employees
Reporting and offsetting
Scope 1 – Aviva controls directly
Greenhouse gases emitted directly from activities Aviva owns
or part-owns
Gas Fugitive
emissions*
Company car
eet
Scope 2 – Aviva controls indirectly
Greenhouse gases emitted indirectly from consumption of
purchased electricity, heat or steam
Electricity
Scope 3 – Aviva inuences
Greenhouse gases emitted indirectly from all other sources
All air travel Rail travel Grey eet** Outsourced
data centres,
electricity
Waste Water Rental cars
* Greenhouse gas leaks from air-conditioning systems.
** Personal business mileage.