Lorega voted No.1 for service by brokers
Today sees the release of the latest Insurance Times MGA Broker Survey. It’s a matter of immense pride that we can announce we have once again been voted number one for Customer Service with a five-star rating.
The survey takes the views of UK brokers on a range of key areas of the service they receive from MGAs. Last year, we were ranked number one with an overall service score of 4.86 out of 5. This year, as well as retaining the top position, we have seen an improvement in our score to 4.97 out of 5.
What sits behind these numbers are some straightforward facts about our clear commitment to brokers. We make no bones about the importance we attach to listening to our brokers and, as importantly, acting on what we hear to ensure the service we offer meets their needs. We continue to leverage technology to help streamline processes and improving efficiencies, but anyone can do that. What we hope truly sets us apart is the drive across the whole of the Lorega team to do the basics well. There’s no real substitute for being there when our broker and their clients need Lorega’s ‘Expert Help’.
It is impossible to talk about service and supporting brokers and their clients without mentioning the pandemic. We have all experienced the challenges and changes to every aspect of our lives. This year, more than any other, has re-enforced the importance of having a Lorega Expert on the side of the policyholder, when they have a claim. But what Covid-19 has also done is help us to adapt and strengthen the way we respond to the needs of our brokers and their clients. That we have continued to respond and improve this at such a difficult time makes the ranking even more important to us.
Being consistently recognised for our service excellence of the last five years has always been a matter of pride for the whole team. Achieving a fifth year of 5-star service success is a true team effort. Whether it is our Chartered Loss Adjusters, members of the Broker Relationships team or our executives, the Lorega culture is all about delivering to meet the needs of our brokers and their clients – pure and simple.
The result of this survey comes in the wake of another important development for Lorega. Earlier in the year we achieved the new ‘Chartered Insurance Underwriting Agents’ status. This is a dedicated chartered status for the managing general agents’ sector recognising technical competence and commitment to professional standards. We could not have secured such important recognition of our commitment to professionalism and service if we were not able to deliver consistently and demonstrate how we continually improve, which is evident from our 5-star rating success.
Thank you to all the brokers that provided their feedback on our service. It is a matter of pride that despite the pandemic and the challenges we have all faced, we have been able to sustain the high level of service quality that we are proudly recognised for.