The good, the bad and the average Professional Broking
So how did brokers fare with each of the 40 insurers and managing general agents (MGA) examined? And what do their comments here tell us about how to deliver a sound and cost-effective claims service - and the consequences for insurers when they don't?
A Minimum of Fuss
Let's start at the top. First-placed Evergreen was 'outstanding', 'no-hassle' - 'first-class on very claim'. One broker recounted how a recent claim had been 'settled within three weeks with a minimum of fuss,' while another said the MGA had been responsible 'for the single best example of claims service I personally have ever experienced.' As for Chubb, broker comment was 45:0 positive: 'well-staffed'; 'very efficient'; 'astonishingly quick'; 'keen to pay'; 'the epitome of fairness'. Chubb's claims people took personal responsibility and were instantly contactable. Chubb had 'set out their stall to inconvenience the client as little as possible.'
Charity-sector specialist Ansvar ranked third, with 79%. 'Ansvar are great at claims handling,' said a manager at a small Scots firm. 'Loss adjusters are appointed very quickly and we are kept in the loop.' Hiscox scored 78%. Comment, 31:2 positive, exposed the odd friction-point, but the general experience was of 'prompt and fair' settlements 'without quibble' by qualified people who were 'keen and eager to get claims paid with as little fuss as possible.'
