Corporate Responsibility

Aviva is committed to ensuring that our business is conducted according to rigorous ethical, professional and legal standards. Our business ethics code provides a clear ethical compass to turn to when making business decisions.

Everyone at Aviva has a part to play in upholding our standards and we raise awareness of these responsibilities through our induction programmes and sign-off of the Ethics Code by all staff. 

 
At Aviva, our customers are at the heart of our business. Customers rightly expect fair treatment from us and one of the ways we ensure this is by adhering to the Fair Dealing Guidelines issued by Monetary Authority of Singapore (MAS) in April 2009. 

We are committed to deliver these 5 Fair Dealing Outcomes to our customers:

1. We are an institution where fair dealing is central to the values of our corporate culture.
2. We offer products and services that are suitable for various individuals.
3. We have competent representatives who will provide customers with quality advice and appropriate recommendations.
4. We deliver clear, relevant and timely information to help customers make well-informed financial decisions.
5. We listen to customer complaints objectively before handling them in an effective and prompt manner.

Creating a customer centric culture amongst our people is an important focus for Aviva. We recognise that clear and transparent communication with our customers helps to build trust and understanding so we aim to provide straightforward, comprehensive and precise information in policy documents, web pages and all other forms of communications.

We have a zero tolerance approach to financial crime. Through our policies and procedures, we work to ensure that risks to the business and our customers relating to fraud, money laundering, market abuse and bribery and corruption are adequately controlled.

Commitment from our Board of Directors and Executive Team

Our Board of Directors is supportive of the implementation and delivery of Fair Dealing Outcomes within the Company.

The Executive Team is committed to the implementation of Fair Dealing Outcomes and embedding Fair Dealing into the Company’s daily operations.

Each ‘Fair Dealing Outcome’ is owned by an Executive Team member who is responsible and accountable for the delivery of the Outcome, ensuring alignment with the MAS Guidelines, and continued sustainability within the Company.

Being a global organisation in across 28 countries, multiple time zones and many cultures brings unique challenges and opportunities. We address these through our diversity programme, which embodies the key principles of respect, valuing differences and inclusion, and measures that ensure respect, fairness and equality among our employees.

In our Singapore office, we have a diverse workforce and we show our commitment to promoting diversity and equal opportunities through our interactions with our employees and the design of our products and services.

Our actions today will affect future generations, and nowhere is this more evident than in our approach to climate change and the environment.

The insurance industry has a vital role to play in using our in-depth knowledge of historical weather events to map and understand likely impacts, and providing the financial instruments to enable risks to be pooled and transferred.

Addressing climate change is Aviva's most pressing environmental priority and we are committed to help mitigate the threat and supporting society  in adapting to the changes caused by man-made emissions already in the atmosphere.

Our climate change strategy has three spheres of focus which we examine in detail in our annual CR report:

• Our sphere of control - reducing operational emissions through our carbon management programme.
• Our sphere of influence - encouraging sustainable choices among customers and suppliers.
• Our sphere of concern - working with external partners to reach consensus on the way forward for companies, policymakers and other stakeholders.

Aviva’s community effort in Singapore is aligned to our Group’s community investment strategy focused in the areas of education and financial literacy for needy children.

We channel financial and organisational support to the areas where we have real expertise to offer. These focus areas provide an engagement platform to harness the energies, skills and talents of our employees through their roles in the workplace and also through direct involvement in our local community.

Employee Volunteering: Helping children build their future

2010

2009