New personal lines boss sets improvement target 'within months'

Allianz Cornhill's new head of personal lines has pledged to improve the service provided to thousands of the insurer's brokers.

Nick Hall, who replaced Ruedigar Schaefer as general manager of personal lines at the beginning of the year, said brokers would see an improvement in the insurer's service "within months".

"We have several initiatives looking to enhance service for brokers, affinities and direct customers. We are reviewing our operational processes and brokers will see benefits across personal lines in the coming months," Hall told Insurance Times.

The insurer has 3,000 personal line agencies.

He said a survey of the company's brokers had highlighted "speed of response" and the "resolution of issues" as being the main service issues to address.

New products could also follow as a result of the review, he said.

Hall, who has worked for Sony and Mars Confectionery, added: "The insurance industry as a whole is not great at customer service, it is very inward looking. We decide what products we want, but don't listen to the consumer."

Allianz Cornhill will also continue with its drive to add more small personal lines agencies.

Last year, the insurer added 185 new brokers to its personal lines panel. Hall said the company was set to add another 150 this year. "We think there will continue to be small brokers that have niches of expertise," he said.