Our people Our customers Our suppliers Stakeholder engagement
We need to act promptly, effectively and justly in the face of adversity to help our customers when they need us most – at claim time. We also need to develop the right products and act in a far-sighted manner for the benefit of our customers, our communities and the environment in which we operate.
We do not look at our customers as one homogeneous group, rather we explore the markets in which we operate, recognising differences and understanding needs so that we can offer products that meet requirements and provide our customers with choice.
Some of the innovative products and services we have developed include:
Customer satisfaction is a valuable gauge of how happy our customers are with us. We regularly survey our customers to find out how they rate their experience with us. Their feedback allows us to monitor and improve our service performance.
We empower frontline staff to use good judgement and make the right calls when our customers need it most, whether it’s on the end of a phone or in the eye of a storm.