RBS 2007 Annual Report Download - page 21

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RBS Group • Annual Report and Accounts 2007
RBS Insurance
Highlights
•Typically we receive 350 flood claims in a summer month.
Between 14 June and 22 July we received nearly 11,500
flood claims, including 3,900 in one day.
•We managed £4 billion of claims and answered
8.5 million claims calls.
•Our Claims area received the Investors in Excellence
award while our garage network achieved the BSI
Kitemark for Vehicle Body Repair.
•Churchill, Direct Line and Green Flag all received
‘Best Of’ awards from Your Money in 2007.
We are justifiably proud of how RBS Insurance responded to
the floods of June and July. By any measure it was a major
challenge. By invoking our Severe Weather Event Plan, we were
able to handle the large increase in the numbers of calls and
claims, ensuring our customers got the help they needed as
quickly as possible.
Working closely with Retail Markets, we have made excellent
progress in selling home insurance through the RBS and
NatWest brands. We continued to develop our low cost operating
model, streamlining our processes by bringing together the
Sales, Service and Claims functions, enabling us to provide
efficient and consistent service standards to our customers.
We continued to diversify our income streams from the
traditional core of UK household and motor insurance. Direct
Line ‘Open for Business’ was introduced in September offering
simple, accessible insurance products for small businesses,
while our International division returned strong growth, with
motor policies up by 7%.
Contribution (£m)
07
06
902
964
In the last two weeks of June,
the flood claims team at RBS
Insurance dealt with more calls in
one day than they usually receive
in a typical summer month.
Direct Line introduced its new
‘Open For Business’ insurance
products in September.