Insurance Times Awards 2024: Zurich Insurance delivers 70% improvement in service levels to brokers

1. Why did you put yourselves forward for the Excellence in Professional Development – Broker/Insurer/MGA award category?

We’re incredibly proud of the work that we have done as a team that has provided our people with not only a very clear pathway to development, but an accelerated pathway to empowerment in their roles, which has led to significant benefits for both our people and our brokers and customers.

The Insurance Times Awards is a fantastic opportunity to shine a spotlight on the dedication of our people who delivered this framework and to showcase how we’re progressing our people’s careers are constantly progressing to better support our brokers and customers.

2. What do you think makes your entry stand out and why should you win the award?

The work we have done has delivered a 70% improvement in service levels to brokers, employee engagement scores for role effectiveness and career development of 83% and 88% respectively, plus a +75.9 tNPS score.

These are truly market-leading results that are the recognition of both our people and our partners and a validation of all the work that has been undertaken to make our business a great place to grow and develop in, whilst also delivering responsive and empowered service to our broker partners.

3. What would winning this award mean to you and your firm?

Zurich has long celebrated its Chartered Status as members of the Chartered Institute of Insurance and has seen many of our colleagues win prizes for their performance in professional qualifications.

The work we have put in to provide enhanced career development frameworks for our people should also be celebrated and this award is the perfect answer to the question of ‘how’ we celebrate it.

This does not mean we will stop here, but we’ll continue to deliver more for our people, partners and customers, in the years to come.