Royal & Sunalliance (RSA) is developing several broker-focused areas that it says will position the company as a market leader for service.
The areas include the expansion of the broker support package Enterprise, and continued investment in the Energy and the Claims Transformation projects.
The move follows feedback from about 750 brokers in the independent survey, Brokersay, during the third quarter of 2000.
According to the survey, 48% of brokers said RSA was the best firm to deal with in areas such as relationship and expected business placement, while 57% said they would place more business with the company over the next 12 months.
However, areas were identified for improvement, including speed of policy documentation, flexibility, working as the broker's partner, speed of response to written communications, and overall claims service.
RSA marketing & distribution director Brendan McManus said: “We have set up a
customer satisfaction tracking group, which will review service improvements, and Brokersay will become a yearly research and tracking tool.”
