Professionalism and Service Hit the Mark with Brokers

11th May

Infographic depicting Broker survey highlights

Independent research, commissioned by Covéa Insurance, has revealed that despite the changes across the business associated with the integration of Sterling Insurance earlier in the year, the insurer remains a firm favourite, with brokers citing professionalism and customer service as core factors they value from the business.

The comprehensive survey probed 515 Commercial Lines and high net worth (HNW) brokers for feedback on the service, professionalism and products, inviting honest, open responses that will ultimately enable the company to tailor future activities to what brokers really need from their insurer partners.

One of the standout themes emerging from the survey was professionalism, with 78% of respondents rating the professionalism of the insurer’s employees as “very good” or “excellent”. Covéa Insurance achieved Chartered status for its Commercial and HNW teams in January and the results of this survey show that brokers really value this investment in employees’ professional and personal development.

In addition, 81% of brokers surveyed rated the technical knowledge of employees as “very good” or “excellent”, once more testament to the time and money the insurer invests in empowering and supporting employees to pursue professional qualifications.

The insurer’s underwriting service was also highly rated with 70% of respondents suggesting that the service was “very good” or “excellent” compared to other insurers. Contributing factors include; open and regular communication with brokers, speed of decisions and access to decision-makers. The most cited strengths of the underwriting service revolved around Covéa Insurance’s people, their approachability, flexibility and knowledge with 72% of brokers responding that they are “very satisfied” with Covéa Insurance.

Claims service also rated very highly across all product lines with one broker commenting “Covéa Insurance has the best claims service anywhere.” and one simply saying “market-leading”.

Simon Cooter, Commercial Lines and HNW Director commented:

“I am delighted with the results of our 2016 Broker Service Survey and would like to thank the brokers who took the time to complete the survey. I am proud that the passion, commitment and knowledge of our team have been rated so highly by brokers and that through a period of change; we have been able to continue to provide a great quality and consistent service. As always, we will be reviewing all the feedback to ensure that moving forward we can continue to offer our partners the highly professional service that they expect.”




About Covéa Insurance

Covea Insurance plc is the UK underwriting business of leading French mutual insurance group Covéa, who are number 1 for property and liability insurance in France, generating over 16.9 billion Euros in premiums in 2018.  

Covéa Insurance looks after the insurance needs of over 1.5 million policyholders; delivering financial reassurance through its Standard & Poor’s A+ stable rating, as a guaranteed subsidiary of Covéa.  It has Gold Investors in People accreditation and has been named one of the top 75 employers in West Yorkshire & the Humber.

The company offers motor, household, protection, pet, mid and high net worth insurance and a range of commercial insurance products, through a range of distribution channels. Employing over 1800 people, Covéa Insurance has a strong people and service ethos, having Investors In People Gold accreditation and is signatory to the HM Treasury Women In Finance Charter. It also has World Class service accreditation from the Institute of Customer Service for its Motor Claims, Home Claims and Underwriting Services teams as well as Chartered Insurer status for its Commercial and Mid/High Net Worth business.

In 2018, Covéa Insurance were recipients of the Personal Lines Insurer of the Year award at both the British Insurance Awards and the Insurance Times Awards and was the top rated insurer in the Insurance Times Broker Service Survey for both Personal and Commercial Lines.

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