Royal & SunAlliance (R&SA) says it did not treat its corporate clients as well as it should have in the past and is encouraging clients to tell it where it went wrong.
The insurer has launched a marketing and communications programme called Open Mind, aimed at the large company sector in a bid to remedy the situation, customer marketing and communications head Chris Smith has said.
Smith said: "We haven't been engaging clients in the right way so Open Mind is the start of us encouraging people to come to us and let us know what they think."
The programme's web-based forum was launched last week, featuring pieces by R&SA on issues facing the market such as terrorism and capacity, and an invitation to clients to comment, direct advice and requests to R&SA and share information.
Smith admitted it would take some time to turn some clients‚ opinions around, saying the industry had been guilty of being dictatorial.
"There's an element of cynicism, people saying we've told you these things before and you won't change," he said.
"We've got to demonstrate that we'll act on what we're hearing, not just file it away as we may have done in the past."
The comments gathered from the forum and face-to-face talks at events such as the Airmic conference will culminate in a customer and broker event in October.
