A survey commissioned by Sterling Insurance among its brokers across the UK gives Sterling Insurance quality scores when rating their flexibility and professionalism. On the online survey conducted by an independent research company during the months of April and May, 85 per cent of the surveyed rated these as excellent.
Key findings include:
– Product satisfaction – the commercial Executive products launched in 2010 received excellent ratings across all categories.
– Claims service – received particularly impressive reviews, with the majority of brokers saying the service was ‘excellent’ compared with other companies in the market.
– Communications – 80% of respondents praised the quality of communications as excellent. Feedback suggests that email is the most effective type of communication.
– Business optimism – a new question was added this year to gauge broker’s view of the future. Brokers were asked to state whether they thought business would deteriorate, stay the same or improve – for their overall business and for business from personal and commercial lines. The results suggest that brokers feel positive overall and also for business derived from commercial lines. However, more than half of respondents said that business from personal lines will either stay the same or deteriorate.
David Sweeney, director of commercial lines at Sterling, said: “This survey is something that we are committed to carrying out each year with our broker clients and builds on our recent ‘Sterling on the Road’ events.
“In the last few years, we have dedicated a great deal of resources to make it easy for brokers to do business with us, enhance their customers’ experience with our firm and live up to the Sterling reputation for superior customer service.
“The strengths identified in the survey reflect our commitment to service as well as our flexibility and access to decision makers across both the household and commercial lines of business. The results are really encouraging as we continue to build our business with the assistance of our broker partners.
Sweeney added: “A few areas for improvements were suggested include; more regional training events and improving some aspects of Sterling’s schemes offering, which will be priorities for 2012.
“The question around broker’s optimism for the future also reflects the fact that 2010 was a tough year in the personal lines market with severe weather patterns and a competitive arena which makes it even more important that we concentrate our efforts on delivering great service and competitive rates to the market.”
Source : Sterling Insurance
