At AEGON, we’re committed to the Association of British Insurers’ (ABI’s) Customer Impact scheme.
This is a voluntary scheme which aims to improve customers’ experience of the life, pensions and investment industry. It’s overseen by an independent Customer Impact panel.
As part of this, we share the findings of Customer Impact’s independent survey, which asks customers how well companies are performing against their commitments.
Customer Impact commitments
As a member of Customer Impact, we make three commitments to you:
- to develop and promote products and services that meet your needs
- to provide clear information and good service when you buy one of our products
- to maintain an appropriate and effective relationship with you
We see these commitments as the absolute minimum we should be doing for our customers and it’s our ambition to do much more than this.
Yearly report - a word from our Chief Executive...
Every year we produce an open and honest report to keep you informed of our progress. In it you’ll find details of:
- our performance against our customer priorities
- our 2009 highlights
- our thoughts about the coming year
As well as highlighting what we’ve done well, we’re equally honest about any areas where we need to do better. We’re always working hard to improve and we’re pleased that this year’s report shows that we’ve made progress in several areas, as our scores are better than last year. In addition, we’ve extended the figures to show how we compared against the industry averages and on the whole, we’re pleased with the results.
Last year, I highlighted we’d launched our Customer Experience Tracker. This remains a major focus for us in 2010. We’ll continue to survey a selection of customers every month so we can get an insight into what our customers’ experience is with us. We’ll then use this information and insight to improve our products and services.
This year we’re embarking on a Customer Services Transformation programme to deliver improvements to all our customers. We’re investing in our systems, demonstrating our commitment to improving the experience of both new and existing customers.
To support this programme and to make sure we’re best placed to meet the challenges of the future, we’ve made some new appointments. A new Chief Operating Officer for life and pensions now has overall responsibility for all aspects of our business operations, including sales, marketing and customer services. This will help us work together with a consistent approach, improving the service and customer experience we provide.
In addition, we’ve appointed a new Chief Risk Officer, as especially in today’s fast-changing world, effective risk management is vital to making sure we’re in the best possible position to face the future.
We welcome any comments you have about this report or AEGON in general — please email customer@aegon.co.uk
Otto Thoresen
Chief Executive, AEGON UK
June 2010