Gary Withers, Norwich Unions' UK chief executive has promised to make improving service levels his number one priority, because the weakness of its administration is losing the company business. He is concerned that the firms' brand integrity is being undermined by the view that its administration systems are poor.
Our view
Norwich Union have offered consistently poor customer service in our dealings with them. However, their products are generally competitive and some of their funds have done well. The reality is if service lets you down, it can cost more in wasted time than the few extra pounds gained from a competitive product or star fund. Mr Withers is right to focus on service. Is it too late though?