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Direct Line Group Case Study
Customer Service Solutions Case Study Live chat and mobile chat Direct Line Group Direct Line Group eases insurance- buying process. Creating interactions that reflect their brand’s goals to make buying easier and efficient. Challenge Solutions Results – Make the buying process – Live chat implemented with – 55% of customers list Web easier Nuance best practices and chat as their channel of choice – Provide creative, effective product-trained agents – 30% of customers would customer assistance on – Mobile chat added to have done business elsewhere mobile devices mobile delivery solution to without chat – Increase conversions and proactively and efficiently – 50% cost-to-serve reduction, reduce abandonment rate assist customers whenever, compared to telephony – Proactively engage with new wherever, and however they – CSAT is 98%, NPS is at customers via the mobile choose 65% - higher than any other channel channel, including self-serve Direct Line Group is one of the leading motor, home and small business insurers in the UK, and home to some of the nation’s favorite brands, including Direct Line, Churchill, Privilege, Green Flag, and NIG. Their mission is to make insurance much easier and a better value for their customers, which is why they pursued a customer engagement strategy that attained to their ambition of working more creatively and effectively. Customer Service Solutions Case Study Live chat and mobile chat Direct Line Group The challenge who is trained in Direct Line Group products and Nuance Part of easing the insurance-buying process was not live chat best practices is what makes Direct Line’s only in simplifying navigation and providing live chat customer experience so efficient. -
Royal Mail Annual Report
Royal Mail plc Royal Mail plc Annual Report and Financial Statements Royal Mail plc 2014-15 Annual Report FinancialAnnual Statements and 2014-15 Strategic report Governance Financial statements Other information Strategic report Who we are 02 Financial and operating performance highlights 04 Chairman’s statement 05 Chief Executive Officer’s review 07 Market overview 12 Our business model 14 Our strategy 16 Key performance indicators 18 UK Parcels, International & Letters (UKPIL) 21 General Logistics Systems (GLS) 23 Financial review 24 Business risks 31 Corporate Responsibility 36 Governance Chairman’s introduction to Corporate Governance 41 Board of Directors 43 Statement of Corporate Governance 47 Chief Executive’s Committee 58 Directors’ Report 60 Directors’ remuneration report 64 Financial statements Consolidated income statement 77 Consolidated statement of comprehensive income 78 Consolidated statement of cash flows 79 Consolidated balance sheet 80 Consolidated statement of changes in equity 81 Notes to the consolidated financial statements 82 Significant accounting policies 131 Group five year summary (unaudited) 140 Statement of Directors’ responsibilities in respect of 142 Information key the Group financial statements Independent Auditor’s Report to the members of 143 Royal Mail plc Case studies Royal Mail plc – parent Company financial statements 146 This icon is used throughout the document to indicate Other information reporting against a key performance indicator (KPI) Shareholder information 151 Forward-looking statements 152 Annual Report and Financial Statements 2014-15 Who we are Royal Mail is the UK’s pre-eminent delivery company, connecting people, customers and businesses. As the UK’s sole designated Universal Service Provider1, we are proud to deliver a ‘one-price-goes-anywhere’ service on a range of letters and parcels to more than 29 million addresses, across the UK, six-days-a-week. -
The Rose Review of Female Entrepreneurship
The Alison Rose Review of Female Entrepreneurship Contents Section 1: Foreword 2 Section 2: Executive summary 5 Section 3: Creating value for the UK economy 17 Section 4: Scope and approach 23 Section 5: The female entrepreneurial landscape in the UK 29 Section 6: Opportunities to improve 41 Section 7: Key learnings from global best practice 73 Section 8: Our recommendations 79 Section 9: Appendix 99 The Alison Rose Review of Female Entrepreneurship | 1 Section 1 Foreword I firmly believe that the disparity that exists between female and male entrepreneurs is unacceptable and holding the UK back. The unrealised potential for the UK economy is enormous. This is why I was pleased to accept the invitation from Robert Jenrick MP, Exchequer Secretary to the Treasury, to carry out this review into barriers to female entrepreneurship. We have a shared ambition to strengthen the UK’s position as one of the best places in the world for women to start and grow a business. Business has a significant part to play in making the UK the best place to start and scale a business regardless of gender. It is clear that tailored support from specialists who understand the different challenges that female business owners face, as well as the way they think and run their business, makes a real difference to success rates. Our ambition – through the implementation of the recommendations in this report and joined-up action from the private and public sectors – is to break down the barriers to achieving our aspiration and unlock the potential that exists within the UK economy. -
Annual Report and Financial Statements 2019-20
Annual Report and Financial Statements 2019-20 and Financial Statements Annual Report ANNUAL REPORT AND FINANCIAL STATEMENTS 2019-20 Royal Mail plc 1 Annual Report and Financial Statements 2019–20 CONTENTS Strategic Report Financial Statements Report Strategic 02 Overview 159 Independent auditor’s report 04 Who we are 166 Consolidated income statement 06 Financial and operational highlights 2019-20 167 Consolidated statement 15 Interim Executive Chair’s statement of comprehensive income 18 Delivering throughout the COVID-19 pandemic 168 Consolidated balance sheet 19 Business review 2019-20 170 Consolidated statement of changes in equity Corporate Governance Corporate 26 Market overview 171 Consolidated statement of cash flows 28 Business model 173 Notes to the consolidated financial statements 30 Measuring our performance 233 Significant accounting policies 32 Financial review 247 Royal Mail plc – Parent Company financial statements 62 Principal risks and uncertainties 73 Viability statement Shareholder Information Financial Statements 74 Corporate responsibility 250 Group five year summary (unaudited) 86 Non-financial information statement 252 Shareholder information 253 Forward-looking statements Corporate Governance 88 Chair’s introduction 90 Group Board of Directors 92 Executive Board – Royal Mail Information Shareholder 94 Governance structure 96 Board in action 100 Board composition and diversity 101 Reporting against the 2018 Corporate Governance Code 102 Board induction programme 103 Annual evaluation of Board performance and effectiveness 104 Engaging with our stakeholders 110 The Board’s considerations to our stakeholders during the COVID-19 pandemic 112 Employee engagement 114 Nomination Committee 117 Audit and Risk Committee 126 Corporate Responsibility Committee 128 Directors’ Remuneration Report 154 Directors’ Report 157 Statement of Directors’ Responsibilities 2 Strategic Report OVERVIEW ROYAL MAIL (UKPIL) Our UK business has faced significant challenges for some years. -
Dublin International Funds
Kames Capital Investment Company (Ireland) Plc (An open-ended umbrella investment company with variable capital and segregated liability between sub- funds) (Registered Number 442106) Semi-Annual Report and Unaudited Financial Statements for the financial period from 1 November 2018 to 30 April 2019 Kames Capital Investment Company (Ireland) Plc Semi-Annual Report and Unaudited Financial Statements for the financial period from 1 November 2018 to 30 April 2019 Table of Contents Page Directory 2-3 General Information 4-7 Investment Manager’s Report 8-28 Statement of Comprehensive Income 29-36 Statement of Financial Position 37-44 Statement of Changes in Net Assets Attributable to Redeemable Participating Shareholders 45-50 Notes to the Financial Statements 51-113 Portfolio of Investments 114-160 Portfolio Changes 161-179 Securities Financial Transactions Regulations 180 1 Kames Capital Investment Company (Ireland) Plc Semi-Annual Report and Unaudited Financial Statements for the financial period from 1 November 2018 to 30 April 2019 Directory Board of Directors Mr. Mike Kirby* (Irish) Mr. Andrew Bell* (British) (resigned 13 December 2018) Ms. Bronwyn Wright** (Irish) Mr. Stuart Donald* (British) (appointed 9 April 2019) Investment Manager, Promoter Kames Capital Plc and Distributor Kames House 3 Lochside Crescent Edinburgh EH12 9SA United Kingdom Aegon Investment Management BV*** AEGONplein 50 2591 TV The Hague Netherlands Depositary Citi Depositary Services Ireland Designated Activity Company (DAC) 1 North Wall Quay Dublin 1 Ireland Administrator -
Company Profile
COMPANY PROFILE Aviva plc is a British multinational insurance company headquartered in London, United Kingdom. It is the sixth-largest insurance company in the world measured by net premium income and has around 43 million customers across 21 countries. It is the market leader in both general insurance and life and pensions in the UK and has major businesses in Asia, continental Europe and North America. Aviva has a primary listing on the London Stock Exchange and is a constituent of the FTSE 100 Index. It has a secondary listing on the New York Stock Exchange. The name of the company upon its formation in May 2000 was CGNU plc. In April 2002 the company's shareholders voted to change the company name to "Aviva plc", an invented word derived from "viva", the Latin for 'life' and designed to be short, memorable and work worldwide. In April 2008 Aviva announced that it would adopt the "Aviva" name as its worldwide consumer-facing brand, and that the Norwich Union brand would be phased out in the United Kingdom. It was created by a merger of two British insurance firms, Norwich Union and CGU plc (itself created by the 1998 merger of Commercial Union and General Accident) as CGNU in 2000. The Aviva name was adopted in July 2002. Thereafter, most of the group operations, except for some strong local brands, were carried out under the uniform brand "Aviva". Aviva's main activities are the provision of general and life insurance, long-term savings products and fund management services. The group has around 36,600 employees, £379 billion of assets under management and 43 million customers. -
Aviva to Sell Italian Joint Venture to Banco Bpm
25 August 2017 AVIVA TO SELL ITALIAN JOINT VENTURE TO BANCO BPM Aviva Italia Holding SpA ("Aviva") today announces that it has exercised an option to sell its entire 50% shareholding in its joint venture in Italy, Avipop Assicurazioni S.p.A. ("the joint venture") and its wholly owned subsidiary Avipop Vita S.p.A. ("AV") to Banco BPM S.p.A [1] ("Banco BPM"). The joint venture is owned by Aviva and Banco BPM and, together with AV, distributes life and general insurance products in Italy through Banco BPM's bank branch network. Today's announcement follows a notification received by Aviva on 29 June 2017 of Banco BPM's intention to not renew its bancassurance agreement with Aviva. In 2016, the two businesses contributed £0.2bn to Aviva's IFRS net assets 2 and generated approximately £14m IFRS operating profit before tax3. Aviva formed a bancassurance partnership in protection and general insurance with the former Banco Popolare in 2007. As is customary in bancassurance arrangements, the original agreement between Aviva and Banco Popolare included an option for Aviva to sell its entire shareholding to the bank in the event of a termination of the distribution agreement. The value of the put option will be determined according to terms set out in the shareholders' agreement and will be announced in due course. Proceeds will be received in cash on completion. Aviva's joint ventures in Italy with UBI, UniCredit, as well as business units Aviva Life S.p.A. and Aviva Italia S.p.A. are unaffected. Aviva Italy offers life and general insurance products to over two million customers. -
Aviva Italy Presentation 2004
Aviva Italy Italy’s pre-eminent bancassurer Cesare Brugola ©Avivaplc Agenda • Growth market and Aviva’s positioning • Bancassurance partnerships • Products • Shareholder value • Future opportunities © Aviva plc Slide 77 The Italian Life Market High Growth of almost 20% Per Annum Over Last 6 Years – twice as fast as any other European market Premium Income 1998 - 2004 * 80000 * 70000* 70000 62780 60000 55298 50000 46328 €m 39784 40000 35597 30000 26483 20000 10000 0 1998 1999 2000 2001 2002 2003 2004 © Aviva plc Source: ANIA - * estimates – 02.2004 Slide 78 The Italian Life Market Generali Group 13,916,720 Allianz Group 8,945,350 San Paolo - 7,181,340 Fideuram Group Unipol Group 5,061,150 Aviva top five by end 2005 ? Poste Vita 4,489,480 Cattolica Group 2,819,920 Aviva Group 2,469,878 Monte Dei Paschi Di 2,389,900 Siena Group 2,000,000 4,000,000 6,000,000 8,000,000 10,000,000 12,000,000 14,000,000 © Aviva plc Source: ANIA, Total Premium Income 2003 Slide 79 • Italian market and Aviva’s positioning • Bancassurance partnerships • Products • Shareholder value • Future opportunities © Aviva plc Slide 80 Broadening and Building Partnerships New bancassurance partnership 2000 2001 with Banca Popolare Commercio e 2004 BPU agreement New bancassurance partnership Industria (now Banche Popolari extended to include with Banca delle Marche Unite) BPB branches New New Extended distribution bancassurance bancassurance through former ING partnership with 2000 partnership with 2002 2004 Bank distributors UniCredito Banca Popolare di Lodi 300 279.5m Annual Growth 243.5m 250 Rate: 43% 202.9m 200 150 95.1m A.P.E. -
Aviva Annual Report on Form 20-F 2009
Aviva plc Annual Report on Form 20-F 2009 As filed with the Securities and Exchange Commission on March 30, 2010 UNITED STATES SECURITIES AND EXCHANGE COMMISSION Washington, DC 20549 FORM 20-F (Mark one) REGISTRATION STATEMENT PURSUANT TO SECTION 12(B) OR (G) OF THE SECURITIES EXCHANGE ACT OF 1934 OR 7 ANNUAL REPORT PURSUANT TO SECTION 13 OR 15(D) OF THE SECURITIES EXCHANGE ACT OF 1934 For the fiscal year ended December 31, 2009 OR TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 OR SHELL COMPANY REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 Commission file number: 333-153999 AVIVA PLC (Exact Name of Registrant as Specified in its Charter) ENGLAND AND WALES (Jurisdiction of Incorporation) St. Helen’s, 1 Undershaft London EC3P 3DQ, England (Address of Principal Executive Offices) David Rogers Chief Accounting Officer Aviva plc St. Helen’s, 1 Undershaft London EC3P 3DQ, England +44 20 7662 8934 [email protected] (Name, telephone, e-mail and/or facsimile number and address of company contact person) Securities registered or to be registered pursuant to Section 12(b) of the Act: Title of Each Class Name of Each Exchange on Which Registered American Depositary Shares, each representing 2 Ordinary Shares, New York Stock Exchange 25 pence par value each Ordinary Shares New York Stock Exchange (for listing purposes only) * Securities registered or to be registered pursuant to Section 12(g) of the Act: None Securities for which there is a reporting obligation pursuant to Section 15(d) of the Act: None The number of outstanding shares of each of the issuer’s classes of capital or common stock as of December 31, 2009 was: Ordinary Shares, 25 pence par value each 2,766,611,374 Indicate by check mark if the registrant is a well-known seasoned issuer, as defined in Rule 405 of the Securities Act. -
AVIVA Plc £5,000,000,000 Euro Note Programme
Prospectus 1 May 2015 AVIVA plc (incorporated in England with limited liability, registered number 2468686) £5,000,000,000 Euro Note Programme Under the Euro Note Programme described in this Prospectus (the ‘‘Programme’’), Aviva plc (the ‘‘Issuer’’), subject to compliance with all relevant laws, regulations and directives, may from time to time issue notes (the ‘‘Notes’’). The Notes may be issued as dated unsubordinated notes (‘‘Senior Notes’’) or as dated subordinated notes with terms capable of qualifying as Tier 2 Capital (as defined in ‘‘Terms and Conditions of the Tier 2 Notes’’) (‘‘Dated Tier 2 Notes’’) or as undated subordinated notes with terms capable of qualifying as Tier 2 Capital (as defined in ‘‘Terms and Conditions of the Tier 2 Notes’’) (‘‘Undated Tier 2 Notes’’ and, together with the Dated Tier 2 Notes, the ‘‘Tier 2 Notes’’). The aggregate nominal amount of Notes outstanding will not at any time exceed £5,000,000,000 (or the equivalent in other currencies). This Prospectus has been approved by the United Kingdom Financial Conduct Authority (the ‘‘FCA’’), which is the United Kingdom competent authority (in such capacity, the ‘‘UK Listing Authority’’), for the purposes of the Prospectus Directive (as defined below) and relevant implementing measures in the United Kingdom as a base prospectus (the ‘‘Prospectus’’) for the purposes of Article 5.4 of the Prospectus Directive and provides information with regard to the Issuer and its subsidiaries (each a ‘‘Subsidiary’’ and, together with the Issuer, the ‘‘Group’’ (for the purposes -
Natwest Group
Prospectus dated 26 November 2020 NatWest Group plc (incorporated in Scotland with limited liability under the Companies Acts 1948 to 1980, registered number SC045551) £40,000,000,000 Euro Medium Term Note Programme On 22 February 1994, NatWest Markets Plc (formerly known as The Royal Bank of Scotland plc) entered into a £1,500,000,000 (since increased from time to time to £40,000,000,000) Euro Medium Term Note Programme (the "Programme") and issued a prospectus on that date describing the Programme. Further prospectuses describing the Programme were issued by NatWest Group plc (the "Issuer" or "NatWest Group") and NatWest Markets Plc, the latest prospectus being issued on 21 November 2019. This Prospectus supersedes any previous prospectus. Any Notes (as defined below) issued under the Programme on or after the date of this Prospectus are issued subject to the provisions described herein. This does not affect any Notes issued before the date of this Prospectus. Under the Programme, the Issuer may, subject to compliance with all relevant laws, regulations and directives, from time to time, issue notes (the "Notes") denominated in any currency agreed by the Issuer and the relevant Dealer(s) (as defined below). The maximum aggregate nominal amount of all Notes from time to time outstanding will not exceed £40,000,000,000 (or its equivalent in other currencies, subject to increase as provided herein). Notes to be issued under the Programme may comprise (i) unsubordinated Notes (the "Ordinary Notes") and (ii) Notes which are subordinated as described herein with a maturity date and with terms capable of qualifying as Tier 2 Capital (as defined herein) (the "Tier 2 Notes"). -
Rbs.Com Annual Review and Summary Financial Statement 2010
Annual Review and Summary Financial Statement 2010 rbs.com What’s inside 01 Essential reading 20 Divisional review 02 Chairman’s statement 22 UK Retail 04 Group Chief Executive’s review 24 UK Corporate 06 Q&As on progress 26 Wealth 07 Our key targets 28 Global Transaction Services 30 Ulster Bank 08 Our business and our strategy 32 US Retail & Commercial 10 Our approach to business 34 Global Banking & Markets 12 Progress on our Strategic Plan 36 RBS Insurance 14 Our Core businesses 38 Business Services and Central Functions 16 The economic environment 40 Non-Core Division 17 Our approach to risk management 41 Asset Protection Scheme (APS) 42 Sustainability 44 Sustainability in practice 45 Our five key themes 45 Our community programmes 47 Highlights of how we focus action across our businesses 48 Directors’ report and summary financial statement 50 Board of directors and secretary 52 Executive Committee 54 Our approach to Governance M Why go online? 56 Letter from the Chair of the Remuneration Committee www.rbs.com/AnnualReport 58 Summary remuneration report If you haven’t already tried it, visit our easy-to-use online Annual Report. Many shareholders are now 62 Financial results benefiting from more accessible information and 69 Shareholder information helping the environment too. Essential reading We have met, and in some cases exceeded, the targets for the second year of our Strategic Plan. 2010 business achievements Our 2013 vision Good progress against Strategic Plan targets Enduring customer franchises Core bank becoming stronger