We demonstrate this through:

Listening to customers – We investigate our customers’ needs and tailor our products to meet their requirements.

World Class – We continue in our relentless pursuit of continuous improvement, starting with Business Transformation over ten years ago and reflected today in the momentum of our World Class programme.

Prompt and fair claims management – Our claims operations are structured to respond quickly and ensure decisions are made fairly and close to customers.

Specialisation – Building a deep knowledge base in a selection of market segments to deliver superior customer solutions. This enables us to create an acceptable competitive position and deliver strong financial returns.

Strong underwriting disciplines – Our core competencies are risk selection, pricing and claims management. The development of precise product pricing has enabled effective and efficient risk management with commensurate returns

Sustainable growth – We maintain focused on sustainable growth through three key approaches: acquisition, specialisation and organic growth.


Our Strategy - To achieve our business aims we have defined a clear strategy, which has been implemented in the following ways:

• A ‘specialist-focused’ business model to enable the development of expertise in select markets to deliver quality products to customers and generate satisfactory returns to shareholders.
• A ‘house-of-brands’ approach that targets customers through two key distribution channels – insurance brokers and advisers.
• A long-term vision to be a World Class provider of general insurance.
• A dedicated business excellence unit.
• Seeking the input of key stakeholders, with feedback incorporated in the formation of our organisation's strategic direction.
• A strategic planning framework involving staff at all levels.