CUSTOMER IMPACT SCHEME

The Customer Impact Scheme 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 Customer Impact Scheme have committed to put customer needs at the heart of how they do business.

The Customer Impact Scheme comprises a series of powerful measures guiding how companies should act and reporting how they are improving customer experiences.

For an overview about how the Scheme works, by the Association of British Insurers, please click here.

You can read about Royal Liver Assurance's performance, in the 2008-9 Scheme Survey, by clicking here.