’We are very proud of what we have delivered across this year and have plans to try and reach five stars next year,’ says head of SME strategy and development
Covéa Insurance is looking to focus on “proactively” trading with brokers so it can be clear about where it can ”support their businesses”, according to Ian Newman, head of SME strategy and development at the insurer.
Newman told Insurance Times that Covéa would continue to use “feedback from brokers to continue to develop our webchat facility, which will also support brokers with making speedier referrals and having greater access to skilled underwriters”.
In Insurance Times’ Five Star Rating Report: eTrading 2023, Covéa Insurance achieved an overall four-star rating, moving up a ranking from last year to sixth in the rankings and seeing improvement in all five service areas – usability and trading ease, quality of support, quotability, quality and number of questions asked and breadth of cover and product range.
Newham explained: “We know that our appetite, pricing and underwriting rules are key and we review and refine these regularly to ensure that brokers can maximise their business with us”.
Newman said the increase to four stars in the most recent rankings was a “real testament” to the work the teams have been doing.
He continued: “We are very proud of what we have delivered across this year, and have plans to try and reach five stars next year”.
Meanwhile, in the 2022/23 Five Star Rating Report: Commercial and Personal Lines Arch Insurance and Covéa Insurance ranked the highest when it came to commercial lines service for brokers. These two insurers were awarded the maximum five stars for overall service across all five of the service areas investigated by the Broker Service Survey.
Covéa Insurance also came out on top in this year’s personal lines results – it was the only insurer to be awarded five stars by brokers for personal lines service.
Live chat
Newman explained that the insurer “takes into account [its brokers feedback] to enhance what [it] delivers” through its live chat.
Nicki Crabb, head of SME and schemes trading at Covéa Insurance, added: “We launched our improved webchat offering this year.
“Our webchat is managed by our teams and therefore we’ve retained that personal touch, we have the ability to make changes to it quickly as we gather more feedback.
“By using webchat for simple and fewer complex referrals, this frees up time for our trading underwriters to trade even more with our brokers.
“We always listen and action broker feedback.
“Recently we have been engaging with our brokers to review and refine our customer journey on webchat. For us, our service is an area we are focussed on constantly evolving and improving.”
Newman added: “We will use the feedback from brokers to continue to develop our webchat facility, which will also support brokers with making speedier referrals and having greater access to skilled underwriters.”
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