Sterling Insurance has today announced final results from its annual online broker survey that demonstrates recognition of the superior claims service offering and, in particular, significant satisfaction with the recently launched Executive Business product.
Key findings from the research include:
– Product satisfaction – the newly launched Executive products received a very good rating in all of the categories, particularly the quality and content with 88% rating very good or excellent.
– Claims service – received particularly impressive reviews, with over 75% of brokers saying the service was excellent compared to the rest of the market.
– Training –over 98% were satisfied with the course content and delivery. Geographical reasons were cited primarily for non-attendance.
Communications – feedback suggests email is the most effective type of communication used by Sterling with 80% rating email content and traffic as excellent. Positive attributes identified by brokers in the research include technically competent, helpful staff, excellent service, competitive quotes, access to decision makers and speed of making decisions in both the household and commercial lines businesses.
David Sweeney, Director of Commercial Lines at Sterling says: “As an ongoing project we have been taking steps to increase knowledge and technical capability of our team and improve access to decision makers, it is very encouraging that this has been noticed as we pride ourselves on these differentials.
“I was delighted by the reception the new Executive Business products received, as it was feedback from the last survey that encouraged the re-launch. The number of respondents rating the cover as excellent had increased almost 50% on last year’s survey. “Some areas where improvements were suggested include; considering a more regional training programme or an online training tool, also developing our communication tools, improving the website, and reviewing the use of social media.
“The annual broker surveys are invaluable to us as it gives us an excellent opportunity to find out what we should be working on and it encourages constructive feedback which enables us to improve broker relationships, our service and our products.” While the responses from the annual research were very positive Sterling is using the opportunity to commit further to their broker partners in the form of a delivery triangle to continue improvements and make developments to products and services as the research suggests. The delivery triangle focuses on three key areas:
Training and education – ensuring brokers understand Sterling products and that these products stay at the forefront of brokers minds.
Communication – ensuring regular contact with their brokers and encouraging two way product feedbacks
Service – continuing to provide exemplary support on the underwriting and claims side
Sterling’s annual online broker survey was sent to over 1300 individuals who work across their broker network, receiving a 30% response rate.
