Broker Service Survey 2017/18

For the past 12 years, the Broker Service Survey (BSS) has been shaking up the insurance industry. Why? Because it’s the biggest impartial and comprehensive broker survey of its kind. The personal lines and commercial lines survey is now open to UK brokers.

Personal lines survey – insurers placed

Ageas
AIG
Allianz
Aviva
AXA
Chubb
Covéa insurance
Ecclesiastical
Hiscox
Home & Legacy
Lorega
LV=
Markerstudy
Oak Underwriting
Plum Underwriting
RSA
Towergate Underwriting
Zurich

Take part now!

This survey is compatible across all devices

Commercial lines survey – insurers placed

Ageas
AIG
Allianz
Aviva
AXA
Chubb
Covéa insurance
Ecclesiastical
Hiscox
Lorega
LV=
Manchester Underwriting
Markel
MS Amlin
NIG
Pen Underwriting
QBE
RSA
Tokio Marine HCC
Travelers
XL Catlin
Zurich

The Broker Service Survey report is delivered electronically as a digital edition to allow fast access to its contents after purchase.

BSS is essential reading because it provides:

  • Privileged access to informed market sentiment from business-placing staff in key broker segments about their capacity provider’s services, all in their own words.
  • The inside track on which service levels matter most to each broker group, why they use a particular insurance provider and the amount of business they place.
  • A measurement of loyalty with unique net promoter scores (NPS) that identify the varying loyalty levels brokers have for their capacity providers.

The report will be available in four levels of insight:

  • Level One provides all data showing broker rankings of insurer performance across all the service factors.
  • Level Two adds further insight through verbatim comments from brokers.
  • Level Three adds further insight into broker expectations of future trends in insurance.
  • Level four adds further insight by working with an insurer to conduct qualitative interviews with a segment of your choosing.

Personal Lines Insurers analysed

Commercial Lines Insurers analysed

years
in
existence

key service areas investigated

Order the 2017 Broker Service Survey nowPlease register your interest in the broker service survey 2017/18 report by clicking here and a member of the Insurance Times team will contact you as soon as possible.

If you are keen to compare your 2017 performance against previous years, please state this on your interest form to purchase copies of the 2014, 2015 and 2016 reports.

Broker Service Survey report contents

The report will be available in four levels of insight:

  • Level One provides all data showing broker rankings of insurer performance across all the service factors.
  • Level Two adds further insight through verbatim comments from brokers.
  • Level Three adds further insight into broker expectations of future trends in insurance.
  • Level four adds further insight by working with an insurer to conduct qualitative interviews with a segment of your choosing.

To buy the report please register your interest and a member of the Insurance Times team will contact you. Click here to register

2016 broker comments

They’re 100% the first insurer from our panel that I go to. I know if I need to refer something they are only a 1 minute call away and the most likely to assist with
Small independent company
Excellent commission rates & we also have the ability to Price Match to cheaper premiums
Small Independent broker
Declined a claim for no reason and without justification. Once challenged they changed their mind and paid the claim. Unfortunately, the client had moved a lot of business away from us in the meantime as they had not been impressed by the service
Top 50 broker
Once the right decision is made, payments are made immediately which clients appreciate. This gives a great impression to the client and restores confidence
Top 50 Broker

Research methodology

The Broker Service Survey identifies how insurers are ranked by brokers in these service dimensions:

  • Ease of access to decision-makers
  • Underwriting expertise and flexibility
  • Claims: Fairness of settlement
  • Claims: Speed of settlement
  • Policy Documentation: Accuracy and clarity of wording
  • Policy Documentation: Speed of delivery
  • Quality of cover
  • E-trading options for brokers

For further granularity, we separate the survey responses by broker type for more in-depth insight:

  • Broker Networks
  • Top 50 Brokers
  • Top Independent Brokers
  • Small Independent Brokers
  • Proportion of business placed (optional)
  • Regional (optional)

Order the 2017 Broker Service Survey nowThis approach guarantees unrivalled market intelligence on insurer performance, with the additional dimension of year-on-year analysis so general insurers can measure whether their performance has improved or worsened over the previous 12 months. Insurers that receive 50 or more broker responses will be placed in the main headline table.

To pre-order your copy or copies of the 2017 report, please register your interest here and a member of the Insurance Times team will contact you.

2016 broker comments

The staff are all very good however slow to respond
Large independent broker
Local office, broad offerings, global capacity in specialist lines as well as normal classes
Large independent broker / network member
Can produce competitive quotes but “back office” service standards need to be improved
Large independent broker / network member
When I ask if something can be looked at or if it is acceptable, I may be told one thing over the phone and then, in the follow-up email, it’s completely different. There is no flexibility with the underwriters. Overall poor service
Small Independent Broker

Contact us

For more information on the 2017 Broker Service Survey,
and to order your copy, please contact:

Tomas Imrich
020 7618 3068
tomas.imrich@insurancetimes.co.uk

Register your interest here

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