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NU chief makes admin top task

Norwich Union UK chief executive Gary Withers says improving service levels is his number one priority because the weakness of its admin is losing it business.

Despite NU’s leading 12 per cent share of the life and pension market, Withers is concerned that the firm’s brand integrity is being und- ermined by a perception that its admin systems are poor.

In an interview with Money Marketing editor John Lappin which is due to be screened at Money Marketing Live at Olympia, Lon- don next week on May 5, Withers also says he does not expect multi-ties to make a big impact this year but that over time there will be a more significant move.

He says: “We have got to improve our service. I know that we are not writing as much business as we could because people can be frustrated by the time it takes and the quality of our service. We are putting extra investment into that and it is my number one priority.”

“I think the end projections which suggested that quite a few people may go multi-tied are still right. but it is something that people will take their time over, consider it and move to gradually. We are happy to work with existing structures, happy to support multi-tie structures and let the market decide.”

Withers adds that the recruitment of Katherine Gar-rett-Cox is a measure aimed at trying to boost Norwich Union’s fund management arm Morley and points to the strong performance of Morley’s property and fixed-interest investments.


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