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Customer Impact Scheme

The Customer Impact Scheme from the Association of British Insurers (ABI) is part of our industry’s commitment to drive up customers’ experiences and to be held to account for our performance.

Companies participating in the scheme have committed to put customer needs at the heart of how they do business. It comprises a series of powerful measures guiding how companies should act and reporting how they are improving customer experiences.

As part of our commitment to the ABI Scheme, we take part in an annual customer survey which measures how well we serve our customers.