ReAssure is a member of the Swiss Re group, one of the leading global reinsurance providers. ReAssure has had a presence in Norwich for almost 10 years where the workforce of around 400 staff, provide 1st class administration on a portfolio of life and pensions products for its corporate client Aviva. At ReAssure we pride ourselves on caring for our customers and for the community in which we work and live.

15 June 2017
East of England
Local Alliances:
Norwich City Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

ReAssure's administration of life and pension policies naturally lends itself to high degrees of contact with an ageing and diverse customer population.

ReAssure is committed to providing clearer communications to its customers who are living with Dementia. It will achieve this by training its workforce to become Dementia Friends, reviewing policy holder literature and communications to reflect the needs of those potentially affected by dementia.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

To ensure all the workforce are upskilled in recognising the various ways Dementia can present itself in both written and verbal communications from customers.

Thsi will include ensuring the workforce has the tools and techniques to help customers living with Dementia in a way which is respectful, supportive and straightforward.

Member website

2. Actions

  • Join and actively particpate in the Norwich City Dementia Action Alliance

    Volunteer to support and participate in activities in the local community to help people living with Dementia and promote Dementia awareness

    Our Dementia Friends will wear their badges in the workplace and in the community and will tell people about the Dementia Friendly initiative.

  • Train all employees in Dementia Awareness and have a core of Dementia Friends and champions

    ReAssure will provide Dementia awareness training to all staff enabling them to become Dementia Friends so they can recognise signs of Dementia within customer interactions and understand how to make the contact a better experience.

    This will include giving the customer plenty of time to provide information, speaking clearly and in short sentences and listening carefully

  • Review literature and where possible ensure it is Dementia Friendly

    Reassure will review written literature sent to customers and seek recommendations from Age UK Norwich and the Alzheimer's Society to improve the format to make it more Dementia Friendly.

    ReAssure will also look at digital technology to find ways to improve and shorten customers' journey making it easier to do business with us.