At AEGON Scottish Equitable, 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 2008 highlights
- our thoughts about the coming year
As well as describing improvements and success stories, we’re equally honest about the areas where we need to do better. We’re working hard to improve these areas and although some changes will take longer to implement than others, we hope you’ll see that we really are committed to understanding your needs and responding to them.
For example, in November last year we launched our Customer Experience Tracker — our way of making sure we hear the ‘voice’ of our customers. We survey 500 customers each month to ask what they think about our products and services. We then take action based on their feedback.
We’ve also made some structural changes, including making one member of the Executive accountable for all our Life and Pensions business. This means we can improve the service and overall customer experience we provide while further improving our ability to develop products that meet our customer needs.
We’ve also appointed a new Customer Service Director this year. This new role will allow us to have a single consistent approach to delivering excellent customer service across all product lines and customer groupings, irrespective of location.
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 2009