Cobra Network has released the results of its annual member satisfaction survey on insurer performance. Since receiving new investment when acquired by PIB Group in 2019, the network has refreshed its proposition and been successfully growing its membership numbers, adding 30% new members in 2020 alone.
The survey aims to give members a voice and share feedback to help the network identify opportunities for continuous improvement. Conducted among members, the survey measures 13 key areas of performance including underwriting flexibility, systems, product range, documentation, and relationships. The survey was conducted across all the panel including commercial, personal and specialist markets.
Aviva tops the polls
In terms of overall satisfaction, Aviva earned top spot as the general winner. They earned the title of Insurer partner of the year, and also scooped the top spot for commercial lines partner of the year as well as personal lines partner of the year.
Commenting on their hat-trick, Aviva’s Phil Bayles, Chief Sales and Marketing Officer, said: “We’re delighted to have been voted top in these three categories by Cobra members. Cobra Network is a valued Key Partner of ours and I’m pleased that our efforts to support their independent broker members over the past year have been appreciated. Recognition like this and the support of our regional independent brokers is something we’ll never take for granted and we will continue to strive to serve them and their clients - between us all, we have a big job to do helping the UK get Back to Business over the coming months and we’ll continue to work alongside our brokers to be at the heart of this important effort.”
Congratulations to runners-up Cobra Underwriting Agencies and Zurich
Cobra Network Underwriting Agencies and Zurich were runners up in the Commercial Partner of the year and Personal Lines Partner of the year, respectively.
Zurich, new to the panel in 2020, scored highly across the board, but top in underwriting flexibility, overall. Cobra Underwriting Agencies showed particular strength in speed of response, approachability, and team knowledge.
“Our annual survey is a key part of our service commitment to members and is a reliable indicator of member satisfaction. It allows us to continue to enhance the value we can bring to independent brokers in partnership with our insurer partners,” said Andy Tedstone, CEO for Cobra Network.
In addition to insurer satisfaction, the survey also measures metrics including perceived value of membership, likelihood to recommend and performance of the individual support services. Across the board, satisfaction with the support services was high and 94% of those who responded would recommend the network to other brokers.
Several initiatives are now already in progress in response to feedback to provide members with further services, tools and opportunities they want to see added.
“The survey is about continuous improvement and we will be working closely with all our partners, throughout the year, to improve scores across all key measures. We hope that next year we’ll be able to celebrate the awards in person with both our panel partners and members,” commented Andy.