Professionalism and Service Hit the Mark with Brokers

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.”

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About Covéa Insurance

Covéa Insurance Plc is the UK underwriting business of leading French mutual insurance group Covéa (which includes the global reinsurer PartnerRe since July 2022). 

Covéa Insurance looks after the insurance needs of UK customers, across a range of product lines; delivering financial reassurance through its Standard & Poor’s ‘AA- stable’ rating, as a guaranteed subsidiary of Covéa.  

Covéa Insurance has a strong people and service ethos and holds ServiceMark accreditation with Distinction for its Personal Lines operation and its Commercial & HNW Claims teams, as well as Chartered Insurer status for its Commercial business. Covéa Insurance is signatory to the HM Treasury Women in Finance Charter and the insurance Inclusivity Pledge and has been named one of the top 75 employers in West Yorkshire & the Humber. In 2022 Covéa Insurance was named Insurer of the Year at the British Claims Awards and Personal Lines Insurer of the Year at the Insurance Times Awards.