Number 1 for Customer Service Three Years Running
We’re delighted to announce that we have been ranked first amongst the UK’s top MGAs and Insurers for commercial lines customer service for an unprecedented third year running in the annual Insurance Times Broker Service Survey.
Although this year’s Survey separates the results for the Insurer and MGA businesses, Lorega was the only business to achieve a 5 star rating in all categories of service, with the highest score in each and an overall score of 4.52 out of a maximum of 5. This places us ahead of Covea, Markel, Aviva and others, who were ranked immediately behind us in the Insurer category.
The annual survey asks Brokers and other intermediaries to score their insurer partners out of 5 (where 1 is poor and 5 excellent) in five categories: quality of cover, fairness and speed of settlement of claims, access to decision makers, accuracy and transparency of policy documentation, and expertise and flexibility of underwriting.
Lorega performed outstandingly well for a third year in a row, performing highly across all five categories and within each of the four broker segments (Small Independent broker, Large Independent broker, Top 50 broker and Network Member). A positive experience for Brokers was also reflected in the verbatim comments received about Lorega, with many expressing satisfaction with our service.
Neill Johnstone, Managing Director of Lorega said: “Customer service is at the forefront of our culture and our team are passionate about helping our Broker clients and their customers with fast and efficient expert help when they need it. The key is to really listen to and respond to them, that’s our commitment to providing great customer service”.
The Lorega adjuster was able to communicate with the insurers, who ultimately agreed to fund the emergency works needed including a “tin hat” over the building. Although this was not strictly covered under the policy, our adjuster argued that this would reduce the business interruption claim, which would outweigh the cost of the emergency works. 
