Our customers

We want our customers to perceive our peace-of-mind provision every time they are in contact with us. To achieve this, we need to have insight into and be conscious of our customers’ need for peace of mind and to give a high priority to loss prevention. We want to help eliminate concerns and promote peace of mind for our customers. Focusing on this ambition, we launched a number of initiatives in 2007 aimed at improving dialogue with our customers and helping them take action to prevent damage and injury.

Nordic project to improve customer communication

The insurance industry is notorious for writing complex sentences and using fine print. We want to change that. We want our customers to feel well-informed and confident in their communication with us. Many customers know us from our written communication only, and it is therefore important for us that our customers understand what we write.

In the autumn of 2007 we launched a Nordic communication project with the aim of improving and systematising written customer communication throughout our Group. We intend for the project to lead to the formulation of corporate language guidelines which will be reflected in all our future written communication. As part of the project, we intend to establish a language organisation and train a number of local language ambassadors who will be able to support local communication projects in the Group. The project will ensure that all customer documents have been systematically reviewed by 2010.

Peace-of-mind provider – on a daily basis

In addition to setting written communication on the agenda in 2007, we also made an effort to enhance the way we deal with customers on the telephone. All sales and customer service staff will attend in-house training during 2007 and 2008 under the heading “Your role as a peace-of-mind provider”. This training programme builds on the success of our risk consultants training programme in the Corporate business area. The training programme is intended to provide all employees with a capability to act as a peace-of-mind provider that  feeds through to customers in day-to-day communications. Customer perception of the advice and service provided is an important element of the training process, and a number of customers are therefore invited to evaluate their adviser after each call.

Broadened range of customer concepts

 Our customer concepts are an important tool in enhancing customer loyalty. We develop our customer concepts on an ongoing basis and add new benefits such as special insurance cover, additional benefits and discounts for customers who take out more than one product with TrygVesta. Surveys indicate that concept customers are characterised by greater loyalty.

We launched a number of new customer concepts in 2007:

• We launched the Peace-of-Mind Adviser in Denmark and Norway at www.tryghedsraadgiveren.dk and www.trygghetsraadgiveren.no, respectively. This is an interactive advisory service offering good advice to everyone on how to prevent damage and injuries at home and how to protect your family. You can print check lists from the Peace-of-Mind Adviser and ask to receive an SMS when the battery in your smoke alarm needs replacing. The website is also a good learning experience for children who may test themselves as fire chiefs or challenge others on their knowledge of fires in the home.
• The Peace-of-Mind Shop is a service offered in Denmark and Norway at www.tryghedsbutik.dk and www.trygghetsbutikk.no, respectively. The site sells highquality security products selected and tested by our experts.
• In October 2007 we launched an enhanced travel insurance to cover events that become excluded with the reduced Danish public travel and health coverage taking effect on that date. We also extend our annual travel insurance to cover family members not living in the household who travel together with the customer. Furthermore, it will improve the  possibilities for concept customers to cover travel companions.

EPSI surveys in 2007

Our ratings in the 2007 EPSI customer satisfaction surveys improved for the entire Group.

In Denmark, we came in at the top half among our peers. Our customer satisfaction ratings improved greatly from 2006. Our loyalty ratings were largely unchanged from last year’s ratings.

In Norway, we scored second highest among our peers, and we were the only large company that improved customer satisfaction significantly from 2006. In particular, customers rated us better in the ‘value for money’ category. Our actual loyalty as measured in terms of  renewal rates increased steeply, while loyalty in the EPSI survey decreased slightly compared with 2006.

Our customers in Finland remained some of the most loyal and satisfied customers in the market. Compared with the previous survey, we also improved our ratings significantly in a number of other areas, such as satisfaction which rated above the market average.

2007 was the first time we participated in the EPSI rating in Sweden. Our customer satisfaction rating in the Swedish market was very close to the market average. Our ‘value for money’ and loyalty ratings were higher than those recorded by other players in the market. Only three companies have a presence in more than one market of the Nordic region: TrygVesta, Codan/Trygg-Hansa and If. TrygVesta continued to record the highest overall customer satisfaction and loyalty score among the Nordic companies.

Major e-communication and self-service initiatives

We want to offer our customers a much wider range of self-service solutions and possibilities of communicating electronically with us in the future. To drive this development we set up a Nordic e-business centre in 2007. In addition to driving the Group’s self-service and electronic communication projects, our e-business centre is in the process of creating a new common design for all our corporate websites.

We measure trends in the number of visitors to our websites in all markets. A total of some 64,000 visitors accessed www.trygvesta.com in 2007 compared with some 51,000 in 2006. We will be relaunching www.trygvesta.com in early 2008. This site primarily targets the financial community, the press, Nordic job seekers and others requiring information about the Group. Features of the new website include more detailed information about the Group’s performance, strategy and business areas and make it easier for users to stay updated.

In 2007, our websites www.tryg.dk and www.trygvesta. no had 2.6m visitors against 3m in 2006, consisting of 1.7m at tryg.dk against 1.9m in 2006 and some 1m at trygvesta.no against 900,000 in 2006.

Our Swedish website www.vesta.se, which was launched in June 2006, had some 182,000 visitors in 2007 against some 23,000 in 2006. In Finland, we had a total of 88,532 visitors to Nordea’s TrygVesta pages against 101,978 visitors in 2006.

In order to further promote its profile, TrygVesta’s guarantee business in Denmark, Norway and Sweden launched new websites in 2007. The guarantee business in Denmark also changed its legal name from Dansk Kaution to TrygVesta Garantiforsikring to emphasise its affiliation with the rest of the Group. A website for the Finnish business will be launched in connection with the start-up of activities within guarantee business in Finland as from 2008.