Our mission is to improve outcomes for customers and deliver value for shareholders. Our Vision is to be Europe’s Leading Life Consolidator.

Phoenix continues to be a predominantly Heritage business but now has a substantial Open business element. Our primary focus remains growth through closed life consolidation, but our new business capabilities across both our Heritage and Open businesses will dampen our run off and extend the duration of our business.

The size of our Group means we are able to maximise economies of scale and capital efficiencies through internal fund mergers and other operational improvements. We find innovative ways to improve the performance of funds by responding to the views of our customers and by employing highly talented people with particular expertise.

What makes Phoenix different?

We are specialists in the pensions and insurance market which allows us to recruit the very best and most experienced individuals in the field, particularly in niche areas such as with-profits funds.

We are focused on the long-term. In both our Heritage and Open businesses we are supporting people who want to save for their future and are dealing with issues that will be relevant for decades to come. We believe customers need and deserve a secure, stable solution.

We are making substantial investments, for example in IT systems and customer communications initiatives, to ensure we deliver the very best service.

Listening to our customers

Millions of customers trust Phoenix to manage their funds effectively and communicate clearly and honestly with them. To ensure we honour this trust, we have created a wide-ranging programme of customer research to solicit and respond to customers’ views.

Our rolling programme of telephone and face-to-face surveys by independent research companies ensures we are in touch with customer needs. The findings help us continually refine our customer proposition.

What motivates me is that I work for a group that genuinely cares about making a difference for customers. Phoenix is determined to set standards for the industry, for example in areas such as finding ‘missing’ policyholders.
David Woollett, Customer Director, Phoenix Life

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