Speed of response to broker inquiries is a vital element of insurer service, says development underwriter

Specialty insurer Tokio Marine HCC International is seeking to improve its service proposition for brokers and is “continually evolving” in response to feedback. 

Speaking at the Biba conference in Manchester yesterday (11 May 2023), Ian Bush, development underwriter at the insurer, explained: ”We have really good IT systems in place for the issuing of documents and have a good turnaround time [for broker inquiries].”

Bush said that broker feedback at the conference had been positive in terms of the insurer’s responsiveness, which he believed was the biggest issue of insurer service. 

Despite positive feedback, he explained: ”We’re not going to stand still on this – our systems are continually evolving to make sure that they stay as good as they can be. 

These comments follow last month’s (19 April 2023) announcement from Tokio Marine that it had opened a dedicated broker lounge in London.

Regional capabilities 

Bush added that while Tokio Marine was focused on improving its IT systems to facilitate better service to brokers, the insurer was also committed to meeting brokers face to face across the UK. 

He said: ”We do like to [meet brokers face to face], particularly in the regions – we make the effort to actually get out and see our brokers at their offices, even if that is in the far reaches of Scotland or Ireland. 

“Brokers appreciate that, especially after the Covid pandemic – we’re all about the surveys and personal contacts [when it comes to listening to broker feedback].”