’There’s more we can do and we’re in the process of going through every single broker comment,’ says head of SME

Zurich’s head of SME Will Edwards has said the insurer will be using the feedback it received in Insurance Times’ latest eTrading report to help enhance broker relationships.

Edwards said that listening to brokers was “crucial” in all aspects of its operations and that Zurich would go through every good and bad comment to identify where it can do better.

As part of the 2023 Insurance Times eTrading survey, it sought to investigate brokers’ experience of trading with an insurer via a software house platform.

Zurich was awarded an overall five star rating for the second consecutive year from brokers for consistent service across the eTrading route via software houses.

Edwards said: “Overall, I was incredibly happy to see we’ve continued to deliver an exceptional service for brokers and partners.

“It was particularly rewarding to jump to number one in the software house rankings while maintaining our five stars.

“It shows the team is continuing to deliver and our process of continually listening to feedback is paying dividends.”

He added: “Going forward, there’s more we can do and we’re in the process of going through every single broker comment from the [2023] survey to identify further improvements we can deliver over the coming months.”


Meanwhile, Edwards said that over the last 12 months, Zurich had “invested heavily in [it’s] people”.

“[This is] to ensure we’ve got the best underwriters, with the right authorities to service our brokers, whether that’s over the phone, through our platform or via live chat,” he added.

Edwards also said that Zurich had “continued to invest in [its] proposition, launching new products to market”.

And earlier this year (3 May 2023), the insurer launched Zurich Club Blue in a bid to enhance trading relationships with independent regional brokers.

This will provide support in three areas, including futureproofing, professional development and ease to trade.

Zurich’s head of broker proposition and distribution Georgina Davis told Insurance Times that creating a “real partnership is paramount to a successful and collaborative relationship”.

She said that the insurer’s objective was to move broker relationships away from just transacting business and focus on “evolving [broker and insurance] businesses together” in “one of the most challenging markets” it has seen so far.

“Creating a real partnership is paramount to a successful and collaborative relationship,” she said.

“We care about the brokers we work with and we want their businesses to be successful.”