Direct Line Insurance Group PLC (DLG) 2014年年度报告「LSE」.pdf

1、Improving our customer experience Annual Report&Accounts 2014Improving our customer experienceMaking it easier for our customersPage 2Expanding our customer offeringPage 14Improving our customer supportPage 24Our aspiration is to be the leading personal and small business general insurer in the UK.T

2、hat is why our customers are at the heart of everything we do.Our performance has enabled us to invest in improving experiences for them.To be the best,we will continue expanding our capabilities,enhancing our products,and improving our services.These case studies reveal how we are improving our cus

3、tomer experience.Direct Line Group(the“Group”)is Britains leading personal motor and home insurer1.We operate a multi-brand,multi-product and multi-distribution channel business that covers the majority of customer segments for personal lines general insurance and small and medium-sized enterprise c

4、ommercial insurance.Our brands offer motor,home,rescue,pet,travel and commercial products.Read more about our strategy on page 16 Visit our website or download our app Note:1.Ranked number one by total in-force policies in the motor and home markets combined,including partner brands:RBS,NatWest,Nati

5、onwide and Prudential GfK NOP Financial Research Survey(FRS)6 months ending December 2014,12,973 adults interviewed for motor insurance and 12,181 for home insurance.Strategic report4 Group highlights6 Group at a glance8 Business model10 Chairmans statement12 Chief Executive Officers review16 Our st

6、rategy26 Our key performance indicators28 Risk management32 Corporate social responsibility36 Operating review40 Finance reviewGovernance review50 Chairmans introduction52 Board of Directors54 Executive Committee55 Corporate governance report61 Committee reports71 Directors remuneration report94 Dir