Aviva takes top spot in Brokerbility partner satisfaction surveys


Brokerbility has completed its latest satisfaction survey of the key insurer partners servicing its broking members.  This survey is a key component of the Brokerbility manifesto, which outlines its commitment to improve service standards for customers and to build relationships with its key insurer partners.

The research, which is conducted amongst Brokerbility members, consists of a set of questions, which rates insurer performance when dealing with claims, underwriting, accounts and overall satisfaction.

The research involved Brokerbility’s seven Key Insurer partners who are AXA, Allianz, AVIVA, AIG, NIG, RSA and Zurich.  Each Brokerbility member gave feedback on various service criteria using a 1 to 10 rating.

A Net Promoter Score (NPS) was also used against each question to monitor customer satisfaction levels.   This enables Brokerbility to gauge performance against continued improvement in service standards.

Key highlights from the latest survey included:

  • Aviva achieved the highest overall satisfaction continuing its commitment to providing excellent customer service for Brokerbility
  • Allianz was the leading insurer in the claims category reaping the rewards of a sustained improvement in its claims service to members.
  • Aviva Bonus kept its top spot in underwriting
  • RSA remain top of the Accounts survey with the highest improvement score

Ian Stutz, Managing Director of Brokerbility said, “Now in its 12th year, our bi-annual insurer survey is about improving customer service.  By continuously canvassing the views of our brokers and sharing the results, we will improve service standards and continue to strengthen our insurer partnerships”.