Big two insurers vow to improve service to brokers after poor rating in Insurance Times survey

Norwich Union and Royal & SunAlliance (R&SA) have pledged to improve their service to brokers in the coming months.

The pledge comes after the insurers were rated poorly by brokers in Insurance Times' Working with UK Commercial Insurance Brokers Survey.

NU was rated 15th out of 17 by brokers for service. R&SA was voted 16th for its service level.

Hiscox had the best service, according to brokers.

Paul Donaldson, managing director of R&SA’s broker division, said there had been major service improvements in all areas. “I am conscious that service does need to improve. Motor claims are sub-optimal.

“We are asking about service at every material point of contact [with brokers]. Some brokers have seen changes, and others not yet. If they haven’t seen changes on the ground then they have seen the intent.”

NU director of servicing Phil Hitchcox said the company had already made changes to the way it serviced its brokers. NU had set up dedicated service centres in the UK to handle broker service.

Hitchcox said: “We no longer have the backlog we used to have. The six-week renewal deadline is broadly met. Service should start to improve.”