Norwich Union (NU) is set to spend £60m in the next two years on its computer systems in an attempt to overcome employee dissatisfaction.

Speaking at the IBM global insurance executive conference in Monte Carlo, Aviva group director for general insurance Patrick Snowball said 40% of NU employees feel frustrated by problems caused by outdated computer systems. He said that the company has started a major investment to overcome "legacy system" issues.

Other results from the staff survey showed a contented staff.

Highlights from the speech

  • Service levels achieved by NU's Indian operations have reached the same standards as the UK, Snowball claimed.
  • The RAC acquisition will put "clear blue water" between Royal Bank of Scotland and Aviva compared to the rest of the market.
  • Annual insurance renewals will become a thing of the past as the Pay-As-You-Drive (PAYD) method is embraced.
  • PAYD black box technology will be applied to the domestic market to identify when boilers and fridges might go wrong.