Norwich Union has doubled the number of staff operating its national helpdesk to 20 after brokers complained they could not get through on the phone.

The move is part of a package of measures it quickly introduced this week in a bid to soothe some of the merger teething problems with CGU.

Ken Wallace, intermediary business director, said he wanted to reassure brokers that it was business as usual for renewal and new business.

“I want to quash any perception that we are too big to bother with new personal and commercial lines, or that we are too busy with the merger,” he said.

Other pledges include making rule base commercial lines policies (small value business where set rules determine the price) more flexible.

“If there is a big increase in premium, we shall refer the book to an underwriter,” said Wallace.

The insurer also guarantees to send out business information at least three weeks before the renewal date, and to send out its broker account managers to talk to the broker market.

Norwich Union is in the process of finalising its list of “special regional brokers”, mainly from the old 750-strong CGU club elite brokers. It will be announced in February.