The results are in, the scores have been counted, and we can now reveal the results of the Broker Service Survey 2012 for Personal Lines. In this analysis, exclusively for Insurance Times subscribers, we share with you the reasons why certain insurers are outpacing their rivals on service - and what brokers really think about it

Broker service survey cover

Chubb score

Chubb consistently outperforms its peers in the personal lines broker survey and has kept the coveted number one spot for the fourth year running. The high net worth specialist provides a focused offer to brokers, scoring high across all seven service dimensions that go to make up the Total Score ranking.

Chubb sparkles in brokers’ eyes particularly in the area of claims, both for fairness and speed of settlement. When asked to choose the insurer that had offered the best service for Claims: Fairness of Settlement, the biggest chunk of brokers’ votes, 21.3%, went to Chubb. One broker said: “They want their clients to be happy, and they are.”

Chubb also topped the list for best insurer in Claims: Speed of Settlement, with 20.1% of the vote. Brokers were particularly complimentary about Chubb’s same-day settlement policy. One said: “Chubb is untouchable in this field; the speed of settlement is second to none.”

Quality of Cover was the third service for which Chubb was crowned best, with a majority of 23.1%. “The Rolls-Royce of policies,” one respondent said.
TOTAL SCORE: 4.36

To open a digital version of survey, click on the image

Broker service survey cover