Allianz retained its lead in claims

Aviva has held on to its number one spot overall for customer satisfaction for the second time running, in Brokerbility’s bi-annual insurer survey.

Through Aviva Bonus it also topped the board for underwriting. 

Allianz retained the top spot for claims.

AXA, Aviva and NIG all moved up one place in claims from the last survey.

RSA remained leader on the accounts survey leader board as well as achieving the highest improvement score of 1.37%, with AXA in second place again and Aviva moving up two spots.

How it works

The latest Brokerbility Insurer Satisfaction Survey involved Brokerbility’s seven insurer partners - AXA, Allianz, Aviva, AIG, NIG, RSA and Zurich.

Each partner gives feedback on various service criteria using a rating system of 1 to 10.

Ian Stutz, managing director of Brokerbility said: “Now in its 12th year, our bi-annual insurer survey is about improving customer service.

“By continuously canvassing the views of our brokers and sharing the results, we will improve service standards and continue to strengthen our insurer partnerships”.


The survey is a “key component” of the Brokerbility manifesto which aims to improve customer service standards and relationships with its key insurance partners.

The research was conducted amongst Brokerbility members and consisted of a set of questions which rates insurer performance when dealing with claims, underwriting, accounts and overall satisfaction.

The last Brokerbility survey in May this year revealed Aviva as the overall top insurer and RSA grabbing a number one spot in accounts.