Brokerbility’s 13th bi-annual survey reveals brokers rate Aviva for claims and underwriting

Independent broker network Brokerbility has crowned Aviva as the top insurance partner for its broker members, according to its September 2019 Satisfaction survey results report.

Now in its 13th year, the research polled Brokerbility’s members to rate insurer performance across claims, underwriting, accounts and overall satisfaction.

Members used a scale of one to 10 to rank Brokerbility’s seven key insurance partners: AXA, Allianz, Aviva, American International Group (AIG), National Insurance and Guarantee Corporation (NIG), RSA and Zurich.

The report further used net promoter scores (NPS) to monitor customer satisfaction levels.

Top results

Aviva triumphed in September’s report, clocking the highest overall satisfaction score of 82.17%; an improvement of 1.3% compared to last year.

Aviva additionally ranked first in the claims and underwriting categories, receiving 81.42% and 86.3% ratings respectively.

In terms of claims, Aviva scored particularly well for motor insurance, including motor liability (81.88%) and property cover (82.44%).

RSA held on to the top spot for the highest rating for accounts between April 2019 and September 2019; the insurer increased its rating by 1.21% to reach 90.4% this quarter. Axa came second in this category with a rating of 90.35%, followed by Aviva in third (83.5%).

Insurance satisfaction

Second spot for overall satisfaction went to Allianz, moving from fourth to second position between April and September this year; this is an increase of 0.26%, creating a final satisfaction rating of 77.26%, according to Brokerbility’s members.

RSA ranked third in the final report, maintaining its position from April’s survey, with an overall satisfaction score of 77.47%, which is a decrease of -0.23% from April 2019.

AXA placed fourth, followed by NIG, AIG and Zurich, which has an overall satisfaction rating of 68.96%.

Ian Stutz, managing director at Brokerbility, said: “Our bi-annual survey continues to be the established barometer of insurer performance, underpinning our commitment to customers to deliver a quality service.

“As the insurance market strives to keep pace with change and the demands of customers, we will continue to work together with our insurer partners to set the bar even higher in terms of performance.”