Corporate Social Responsibilty Report 2019 An introduction from David Stevens, CSR Board Representative | CSR Report 2019 1 An introduction from David Stevens, CSR Board Representative Admiral has been in business I am proud to introduce our for just over 25 years. I would Corporate Social Responsibility like Admiral to be around in Report which explains the very another 25 and 125 years as many things Admiral does to a prosperous, independent lay strong foundations for that company, based in South Wales. long term success. Achieving that long term ambition requires more than just short term financial success. It must ensure David Stevens that Admiral delivers for Chief Executive Officer all of its stakeholders – our 5th March 2019 customers, our people, our local communities and, in an increasingly connected and global environment, the wider community. Our CSR Framework | CSR Report 2019 2 2019 Achievements Our CSR Framework At Admiral we adopt a principle-based approach to CSR, with a focus on the needs of all our stakeholders. Focusing on Valuing our Customers our People It is our aim to adopt a fair and principle-based responsible Best Motor Insurance Provider, #1: Best Big Company to Work For in approach to CSR, with a focus on creating a positive impact for Personal Finance Awards the UK – 2019 Sunday Times Best Big Companies Awards our stakeholders and the wider community. This has always been Best Insurance Provider: Customer Service, an integral part of how we do things at Admiral. By considering 2019 Personal Finance Awards #3: Great Place to Work Best Workplaces for Women (UK) Great Places to Work the needs of our stakeholders and the wider community, we Home Insurance Provider of the Year 2019 Moneyfacts Awards aim to continue to develop our approach to being a responsible business and to deliver sustainable returns to our shareholders. Our awards in 2019 are a testament to our continued focus on our stakeholders. Highlights from 2019 include first place in the Sunday Time's Best Big Companies to work for in the UK and being named the Personal Finance Award's Best Motor Insurance Provider for the seventh year in a row. Engaging with Acting sustainably for Being a our Community our Environment Satisfied Shareholder Responsible £400,000 committed to BREEAM Excellent Rating Customers Returns fund four charity projects in South Wales For our Cardiff and Newport offices Business over 2019/20 Green & Renewable Energy Procurement Headline sponsor of 100% of purchased UK energy comes from Pride Cymru’s Big Weekend green, renewable sources Our Customers | CSR Report 2019 3 Our Customers We strive to ensure that our customers receive great customer service and an effortless experience whenever, and however, they contact us. Our customers are at the heart MyAccount offering, which now know exactly what we’re doing of everything that we do; enables Admiral customers to well and where we need to without them we wouldn’t have instantly update more of their improve. We try to make giving a business. We strive to ensure policy and payment details feedback as quick and easy that our customers receive the online. It is a continuation for customers as possible, be best service possible and an of our journey into true self- it by text and email, to more effortless experience whenever, service and we will continue stringent monitoring of calls. and however, they get in touch. to offer additional self-service As technology has evolved, options in the future. Our Reevoo results we have adapted to provide new and effective methods Whilst many of our customers NPS score1 75 will only need to contact us 2018: 71 for us to stay connected with our customers, be it through at renewal or when they are Would buy again2 98% webchat, on our website, making a claim, in all cases we 2018: 98% email, telephone, and via aim to provide as smooth and Facebook Messenger. This efficient a service as possible. year we further improved our Feedback is also vital for us to 1 based on 17,136 responses 2 based on 27,211 responses Our Customers | CSR Report 2019 4 Our Customer Kudos external call monitoring by senior management. Through Kudos is a customer experience Initiatives external call monitoring, senior measurement programme managers across all areas of Cristina’s Customer used across all our customer the business evaluate customer Commentaries facing contact centres. The calls monthly and are able to programme focuses on three Cristina, our UK CEO, shares a gain an in-depth knowledge key areas which directly customer commentary every about what our customers impact, or are influenced by, month in which she talks think of us, and provide our customers. These areas about all things relating to feedback to agents about the are: average speed of answer, 5,000 the customer. She includes service the customer received. customer stories and changes customer SMS feedback and Number of calls monitored to processes that have by senior managers in 2019 helped improve the customer experience. As well as customer Jess: Customer Champion, August 2019 comments Cristina also “My champion this month is Jess who works in Admiral Van, Swansea. awards the title of monthly I was very impressed with her 10/10 scores for the month of August, Customer Champion to one of as well as all her fantastic comments from lots of customers.” our customer-facing agents - Cristina Nestares, UK Insurance CEO who have received a score of 10 out of 10 on all questions “I spoke to Jess when I called to renew my insurance, she was very asked in SMS feedback. Cristina helpful and very friendly. The quote was £20 more than another price personally gives the Customer I’d had online but because Jess was so helpful I went with the price 80% Champion a thank you card and anyway. She is a credit to your company.” a gift to show her appreciation. – Customer Feedback Average score for an external Cristina’s SGM presentation monitoring call in 2019 this year was focused around the customer, and she gave a shout out to her Customer Champions at the same time. Our Customers | CSR Report 2019 5 The Above and Customer Care improving the way we interact Beyond Campaign Hearts Campaign with our customers across our customer-facing departments We aim to delight customers In 2018 Customer Care made a by tracking metrics such as when they interact with us and commitment to reach 100,000 average speed of answer, aim to go above and beyond. hearts. A heart is gained when Kudos scores, SMS scores and This happens throughout the a customer gives our agents a complaint percentages. Since business in customer-facing score of 8 or above in our SMS then the business celebrated departments. One example feedback. The Customer Care National Customer Service of this is New Business’ Above hearts campaign continued into week with lots of activity across and Beyond Initiative which 2019 and they received a total the business. Departments encourages handlers to send of 229,687 hearts. created an Admiral banner filled a nomination when they think Above and Beyond: Lauren, New Business with the words they thought their customer deserves a Customers Matter best described our customer Lauren, from our New Business department asked special something. These are We introduced a new cross- service, with some of the most her customer if there was anything else that she often things that have come up departmental project called common words being "friendly", could do to help at the end of her phone call. In in conversation during our calls Customers Matter in May "personal" and "caring". response to this, the customer said a cup of tea such as birthdays, new jobs or 2019. This project focused on would be lovely. Lauren acted on this and sent the purchase of a new car. In the customer a card to thank him for his call and 2019 we sent 170 surprises business and included tea bags, shortbread and a to our customers which have china cup! included: a cake and tea hamper for two neighbours Our UK Insurance CEO Cristina Nestares praised who recommended us to Lauren in her Customer Commentary and said: each other, coffee gift cards “Lauren has provided great service, and by putting and more. the customer at the centre of everything we do will in turn ensure that we have a very healthy, sustainable growing business”. Our Customers | CSR Report 2019 6 Vulnerable Customers Conduct Risk In 2019, all customer-facing Fair treatment of customers staff were trained to enhance is at the heart of our our identification of support business, and our Conduct for vulnerable customers. Risk Framework has been This includes being flexible established to ensure that our with our processes and culture, products, services, procedures to meet the processes and customer customer’s needs, and the interactions deliver fair ability to refer to a specialist outcomes for customers. vulnerable customer team for The framework provides advice. Admiral is committed effective reporting to identify to further strengthen our any risk to outcomes, and services for vulnerable these are reported to Senior customers in line with management. Conduct risk emerging regulatory guidance appetite and standards have Measures of customer 2017 2018 2019 Target service from the CRMI report and our own experience of been set by the Board, and our customers’ needs. We our conduct risk reporting Claims First Notification of 95.1% 95.5% 95.7% >90% are also an active member (CRMI) is aligned to these. The Loss (FNOL) call answer rates3 of the Association of British CRMI metrics include quality Customer Services Insurers Vulnerable Customers assurance monitoring results 9.09 9.05 9.15 >8.0 SMS feedback4 Working Group, which looks from across the business, which to develop the insurance are analysed monthly.