Neill Johnstone: Lorega to continue investment in system capabilities

How is Lorega continuing to develop service levels to match and exceed broker expectations?

We continue to invest in our system capabilities, including the recent launch of an updated version of our online portal, providing enhanced capabilities for our broker partners.

We continue to maintain our very high standards of service with our customer service satisfaction scores, exceeding 95% as they have been for at least the last 10 years.

The use of chartered loss adjusters on all our claims is key to maximising professionalism and service levels for our loss recovery products. Strict monitoring of those levels by our central team also promotes high standards.

We continue to maintain our corporate chartered status as chartered insurance underwriting agents, reflecting our professionalism, investment in our colleagues, best practice and delivering good customer outcomes.

Concern from brokers around the removal of or changes to capacity arrangements is still very apparent. Should brokers have any concerns about capacity arrangements at Lorega?

None at all. We continue with our 20 year plus relationship with our providers – that is a standing intermediated relationship with a Lloyd’s syndicate, demonstrating stability, mutual success and progressive development of our business model.

What can brokers expect in the next 12 months from Lorega?

The next 12 months will see us continue to deliver excellence and professionalism in our support of brokers and policyholders when they need to make an insurance claim. Our loss recovery products provide a cost-effective solution to claims management, significantly reducing the issues faced by customers when dealing with complex and time-consuming claims.

What are the major challenges facing the MGA market in the year ahead?

Potential for rising MGA costs arising from continued increase in regulatory requirements, especially around meeting insurer data and procedure needs, which will not be offset by increased commission earnings.

What technological developments have been implemented at Lorega to improve broker and customer outcomes?

The recent launch of an updated version of our online portal makes it even easier for brokers to report claims to us 24/7. Now featuring our intelligent policy selection function, it provides greater ease of quoting and binding new business and a more efficient renewal process. User experience is further enhanced with a new look navigation and usability.

What is Lorega doing to attract, develop and retain talent? What do you think needs to be done to attract the next generation of talent?

Lorega has a high proportion of employees who have been with us for many years, including several who have completed more than 20 years with the company. This is a testament to the strength of our culture of building strong teams with a shared value of delivering excellent service to our customers. All colleagues engage in an ongoing programme of training and development to ensure they have the skills and knowledge required to always do their best work.