Royal & SunAlliance Motability is delighted to have won the Customer Service Initiative Award. It acknowledges the work we have done to truly understand our customers' needs and develop a proposition which delivers excellent service to both our customers and our corporate partner, Motability Operations.

Since our partnership with Motability Operations began in 1995, we have provided high levels of customer service to our disabled customers, with a satisfaction index above 90%. However, we always aim to drive out even the smallest pockets of dissatisfaction.

This innovative, market-leading process meets the specific individual needs of our disabled customers by keeping them mobile while repairs are completed on their vehicle.

While delivering these additional services we have maintained judicious cost controls to ensure the sustainability of the initiative.

We also recognise the challenges made by the government to the financial services sector of "increasing accessibility to the disabled".

We believe this initiative is a great example of how the insurance industry has been able to respond to this challenge.

Ian Currie, director Royal & SunAlliance Motability, said: "We are proud of this acknowledgement from the industry, which endorses the high standards set by Royal & SunAlliance Motability. We aim to achieve world-class standards in everything we do and through the delivery of this initiative we have seen our customer satisfaction continue to improve."

Judges commendation - The Source Claims Solutions.