Customer Impact Scheme
The Customer Impact Scheme is part of the life insurance industry's commitment to improving customer experiences.
The scheme, set up by the Association of British Insurers (ABI), is made up of three elements:
- A formal board commitment by participants to place customer interests at the heart of how their business is run.
- A Customer Impact Survey which provides an extensive, and unbiased, measure of how well customers believe they are being treated by the pensions, protection and investment industry.
- A series of Good Practice Guides outlining how companies can improve customer experience.
Our commitment
We're one of the founding members of the scheme, which was formed in February 2006.
We've made three key commitments to ensure that the needs of our customers are at the core of how we do business.
- Develop and provide policies/services which meet our customers needs
- Providing our customers with clear information and good service when they buy from us
- Maintaining good relationships with our customers and ensuring they continue to get a good service after they have bought from us
Listening to our customers
The yearly Customer Impact Survey is a key part of the scheme. This year 20,694 customers took part, of which 747 were ours.
For each company, it's an extensive and in-depth exercise involving customers who have:
- Bought a policy in the last three to nine months.
- Received payment of claims or maturity, or started to receive regular payments, in the last six months.
- Held a policy for more than a year.
The survey has helped us to prioritise the areas which need most attention under the scheme and forms just part of the research we do to understand how we can improve our services.
More information about the Customer Impact Scheme is available on the ABI's Customer Impact website.
