Some 26 members of the Association of British Insurers covering over 80% of the pensions, protection and investments industry have signed up to the customer impact scheme, an initiative that puts customer needs at the heart of the industry.

Launching the scheme, Keith Satchell, chairman of the ABI, said: All customers will benefit from this renewed priority given to meeting their needs.

The scheme includes a set of commitments to customers adopted by the Boards of participating companies, an annual report from each company explaining their progress in delivering against these commitments, an annual survey of customers’ views and experiences across the whole industry and new good practice guides for companies to use in improving their performance.

Nine thousand customers of thirteen ABI member companies participated in the 2006 customer impact survey that is being published alongside the launch.

Speaking at the launch of the scheme, Stephen Haddrill, director general of the ABI, said:

Customers rightly expect excellent service. That is what the industry wishes to give them. This new scheme will help us to do so.