‘Feedback not reflective of broker dialogue’ after another disappointing Five Star result – RSA

RSA has been awarded an overall result of two stars yet again in Insurance Times’s Five Star Rating Report – Personal Lines 2020/2021.

Although this year it improved in policy documentation with three stars – up from two stars last survey, as well as keeping two stars for quality of cover, relationship management and underwriting.

However, brokers felt that RSA had deteriorated in claims experience, for which it gained only one star in the latest survey.

Kay Martin, managing director, personal lines at RSA told Insurance Times: “While we would welcome a higher rating, this result doesn’t reflect the feedback we get from the regular dialogue we have with personal lines brokers that work with us.”

Always listening

The insurer maintained its rating from 2019/2020 of two stars in all five areas of service including claims – fairness of settlement and speed; underwriting – expertise, flexibility and support; quality of cover; policy documentation – accuracy and transparency; and relationship handling and management. Last year it said it would be reviewing its personal lines offering in a bid to improve.

RSA aims to be a respected and trusted partner in personal lines broking, it has been investing in customer, underwriting and claims as well as trying to build a stringer relationship with brokers.

Martin added: “We are always listening to what they say and evolving how we work with them to make the partnership the best it can be.”