Customer Impact report 2008

A word from our Chief Executive…

Every year we produce an open and honest report to keep you informed of our progress. In it you’ll find details of:

• our performance against our customer priorities
• our 2008 highlights
• our thoughts about the coming year

As well as describing improvements and success stories, we’re equally honest about the areas where we need to do better. We’re working hard to improve these areas and although some changes will take longer to implement than others, we hope you’ll see that we really are committed to understanding your needs and responding to them.

For instance, we’ve made some structural changes, including making one member of the Executive accountable for all our Life and Pensions business as a whole. This means we can improve the service and overall customer experience we provide.

We’ve also appointed a new Customer Service Director this year. This new role will allow us to have a single consistent approach to delivering excellent customer service across all product lines and customer groupings.

We welcome any comments you have about this report or AEGON in general – please email customer@aegon.co.uk

Otto Thoresen
Chief Executive, AEGON UK
June 2009

Read the full report (PDF)