Putting People 1 st to Prosper

Peter SindenDirector of Sales & ServiceLV= General Insurance Division

Our Vision: to be Britain’s Insurer

2

95%95% of our of our people believe people believe the core the core values are values are

clearclear

3

Putting our People 1 st…

PEOPLE

CUSTOMERS

BUSINESS

TIME SAVED REINVESTED:TIME SAVED REINVESTED: More coaching time

Better agents

Making their job easier

MAKES OUR PEOPLE FEEL:MAKES OUR PEOPLE FEEL: Engaged

Valued

They can make a difference

GOING UP GOING UP SalesCustomer SatisfactionEmployee EngagementLoyalty/RetentionFirst Call Resolution

GOING DOWNGOING DOWN AttritionCall TimesCosts

Smooth process

Less effort

Faster calls

Lower cost expense = lower price

More competitive products

Happier customers

…creates our award winning virtuous circle!

Sharing woes = Why On Earth?

You said…We did….

Fixing those WOE’s saves LV= money…

5

… and helps us be competit ive at renewal

93% of our people believe their team

constantly looks for better ways to

serve its customers

Senior team spend 40 hours with our people every month

520 ideas from WOE’s so far this year

Over 400 of our people have been involved in a Lean event

Benefits from WOE changes are on plan to deliver £2m in savings by year end.

Contributed to us halving our Cost Expense ratio over 3 years

5 years worth of ideas – offering a Cost Expense reduction of a further 3rd

Our results speak for themselves…

Awards: our benchmark against the industry best

National Management & Leadership Awards

7

Your challenge to take away: DEPT. VISITSDedicate 1 day a month, to get under the skin of each department

• It’s easy to let it slide – you have to be disciplined and give it a genuine high priority

• BUT - It’s the best investment in time you can make!

Talk to the people at the sharp end

• Take a group off the phones for an hour and chat about their WOEs.

• What would they do differently if it was their money and their business?

• Tell them which ideas you’ll take away, then keep them in the loop

Step into your agents’ shoes, and make sure they are in their Customers’

• Listen in to calls side-by-side with agents

• Understand what they say and why, and how the system works

• Find out what’s hurting them and what’s hurting the customer

Manage those Light-Bulb moments!

• By the end of the day you’ll have a great big list of ideas

• Delegate these to your management team – and keep pestering them!

• … my managers now find and sort WOEs themselves, just to keep me quiet!

Your challenge to take away: WOEs“Why On Earth do we do that?!”

• You need to know what’s hurting your people and your customers

• WOEs cost you time, money and customers - and damage staff morale

Get your people to tell you their WOEs

• You can’t chat to everyone through site visits – although this helps to get the ball rolling

• Create a way for people to submit ideas – could be an email address or an intranet page

• Publicise and incentivise it so people want to use it

Find out the big ideas

• Get people in the know to review WOEs, and see which ones have got legs

• I’ve developed a Business Improvement Team of canny agents and team leaders to do this

Kick off projects

• Once you’ve picked your WOEs put some structure behind them

• Scope it, CBA it, LEAN it, investigate it… then make the change and track your benefits

Tell everyone about it!

• Once people know they can make a difference it becomes self perpetuating

I look forward to your questions