There are four cornerstones in the Zurich strategy: profitable growth, operational transformation, customer centricity and people management.

 
Each has been validated repeatedly as a vital area of focus, with each playing a key role in the outstanding results of 2009.

Profitable growth

Zurich is locked on course to seek out and exploit opportunities for profitable growth. Such opportunities arise when we bring product, customer and distribution excellence to our target markets, both through our existing businesses and through the acquisition of new ones. In 2009 we revealed the strength and scale of our ambition by acquiring direct auto insurer 21st Century in the United States. By coupling it with the Farmers organization, the Farmers Exchanges are now positioned to maintain their place as a leading multi-line, multi-channel personal lines insurer in the United States. Integrating acquisitions and broadening the application of best practice has become a Zurich specialty. Organically, we are achieving profitable growth primarily by developing new propositions, sharing the best of them on a global scale, and by reaching our customers more effectively through whichever distribution method works best for them.

Operational transformation

Through operational transformation we continue to build strength at our core – in such areas as risk management, investment management, underwriting and claims – while maintaining flexibility, dynamism and innovation in our chosen markets. Ongoing efforts to define the target operating models of all our units, functions and businesses over the next five years is just the latest step in our transformation, and a lever that works in synch with the constant improvements under The Zurich Way. Altogether, these transformative efforts are the key to maintaining one consistent, global, Zurich level of quality.