NORWICH, UK: Norwich Union, owned by Britain's largest insurer Aviva, has angrily rebutted reports that it is being investigated by the Financial Services Authority over poor levels of service and the security of customer data at its overseas call centres.
The company, which announced two months ago it was to reverse the trend of exporting customer service jobs to India and other low-cost countries [WARC News: 30-Jan-07], says recent articles in the financial press are "nonsense".
The stories appeared after an internal Norwich Union report highlighted failings in its Indian call centres.
The report's leaked contents said the insurance brand's information security policy was not 100% effective; also that its sales and customer training material in the subcontinent was out of date.
In addition, claimed the report, senior call centre managers in India did not understand their responsibilities under FSA rules.
Norwich Union insists says it is not worried about the report and there is no chance it will be fined by the regulator. Ceo Simon Machell says an action plan is tackling the problems.
Data sourced from Brand Republic (UK); additional content by WARC staff