Belfast

Out of 64 responses

Peer Group Ranking

Overall Ranking (Out of 21 Markets)

Net Promoter Score

An NPS answers the question, "how likely are you to recommend this product or service to a colleague, peer, or friend?' Respondents answer the question on a scale of 0 – 10, 0 meaning they are not at all likely to recommend the product or service and 10 meaning they are extremely likely to recommend the product or service.

-27

NPS score

Average NPS score (overall)

Lockton ranked the following KPIs as most important to them

1 Quality of Product Coverage

2 Easy to do Business With (Good Communication, Turnaround times, Access to Decision Makers)

3 Breadth of Appetite

KPI Scores

Feedback from our Associates

What you do better than your peers

Their capacity is good.
Aviva's online facility is good.
Their product range and quality is excellent.
They have solid policy wordings.
They respond to queries in a timely manner.
Aviva have the best online facility (FastTrade).
ROI cover is a strongpoint for Aviva.
Their response times and turnaround is good.
Their online trading platform is one of the easiest to navigate.
They have a very good online system.
Cross-selling their products is beneficial.
They are able to provide more competitive Motor Fleet premiums.
It is very easy to use their website.
Their online solutions are good.
They have good systems and provide quick policy documentation.
They are able to provide technical responses where necessary.
Their online trading is good.
The online portal is easy to use.
They are good at communication.
Their website/portal is easy to use.
They are willing to quote a lot of business.
They are eager to increase their appetite for new business.

They are co-operative.
Their communication is good.
Their online system is good.
Access to decision makers is made easy.
Their LiveChat function works well.
They provide good turnaround times on communication.
Motor Trade policy is a strongpoint for Aviva.
They are aggressive on risks they want to win.
They are quick at obtaining quotes.
Their portal is easy to use.
Fast Trade is a strongpoint for Aviva.
They have an excellent online facility.
They have a wide market appetite and provide easy access to their online portal.
Their online system is good.
They provide good support on renewals and retention.
They respond to all submissions with the same energy regardless of size.

Elements you could improve on to better trade with our Lockton team

Better Claims communication would be appreciated.
It is difficult to know who to contact when an underwriter is away from the office/on annual leave. A better system needs to be in place.
It would be good if Aviva could help us on new business, rather than actively working against us.
They need to expand their appetite and headcount.
Speedier response to queries would be beneficial.
Their response times need to be improved.
It would be good to see more competitive premiums on Fleet.
Easy access to underwriters is limited.
Aviva need to improve their response times and turnaround.
They need to widen their criteria.
It would be good to see more options on fast trade for different COB.
Greater presence in the office would be beneficial.
It can be very difficult to speak to an underwriter through their fast trade platform. Often, the live chat will not connect you to an underwriter as no one is available. Any emails sent to DigitalSME <digitalsme@aviva.com> often do not get responded to. When trying to contact via telephone, there are very long hold times of 30+ minutes.
Access to underwriters is difficult.
They could be more flexible.
They need to engage more actively.
The quality of service as a whole, provided by their aggregate system, needs improving.
Reduced declinature rates to presentations is an area for development.
It would be good to have more experienced people responding to portal quotes.
They need to be more flexible.
It would be good to see their live chat operators have better knowledge on pricing.

Aviva will rarely quote Motor on declaration.
Quote new business and change motor fleet on fast trade to declaration basis.
It would be good to have better appetite.
Their pricing and restrictions need improving.
They need to improve their underwriting communication.
They need to be more competitive on new business.
Their ability to amend commission on online policies could do with some improvement.
More flexibility to underwriting would be beneficial.
They need to be more flexible and have better response times.
They need to communicate quicker on submissions and not leave it until last minute to ask for information.
It can be difficult to contact underwriters at times when they are not at the Box.
They should be more flexible with regards to backdating, cancellations, etc.
They could improve their pricing.
They need to improve their pricing.
It would be good for Aviva to increase their headcount.
They should improve their service levels and underwriting appetite.
They need to be better with their Claims handling.
Underwriters should strive for quicker response times on mid-term queries.
They need to widen their appetite.
The number of underwriters available to speak to is limited.
They should offer exclusives. They have too wide a Broker base and look to keep too many relationships appeased.
Aviva should stop trying to push complex risks online.

Our team’s thoughts on what makes insurers they trade with ‘Best in Class’

Quick responses and good communication.
Capacity, levels of cover and willingness to trade.
Willingness to help.
Service levels, speed of response and pricing.
A combination of good service levels, broad appetite and competitive premiums.
Quick turnaround, great communication and local knowledge.
Prompt response to queries, willingness to negotiate, issuing terms and documents in good time.
Good response times, accuracy and speed of documentation.
Quick quote/renewal term turnaround times, access to skilled underwriters, communication of their appetites, strong relationships and hungry to write new business.
Exceptional Service levels and speedy response times.
Technical knowledge and customer service.
Taking on new business and building relationships.
Prompt communication with brokers, flexibility in terms of underwriting and pricing.
Quick response / turnaround times.
Good communication, ability to consider risks on their own merits and be flexible with terms/cover when required.
Have a quality product, be easy to do business with, have fast communication and flexibility.
Effective and efficient communication, flexibility in cover and pricing, longstanding relationships with Lockton.
Responsiveness, flexibility and superior products.
Quick response times, good rapport and willingness to be flexible.
Access to underwriters. Keen to work to find a solution. Wide breadth of product offering.
Access to the underwriters who make the decisions.
Slick online trading, good local underwriter relationships and competitive pricing.
Great service, good lines of communication and flexibility.
Responsiveness, quality of underwriters and products.
Competitive pricing, service levels and paying claims.
Ease of portal usage, ability to contact underwriters, flexibility with portal rates.
They are very responsive and efficient.
Technical expertise, flexibility & good communication.
Easy-to-use portal and good communication.
Broad appetite & relationships.
Are flexible and competitive.
Competitive pricing, willingness to work with brokers and have good communication.

Flexibility, communication and a sense of partnership.
Communication, excellent terms and claims handling.
Turnaround times, appetite and competitive pricing.
Access to technical underwriters, flexibility and assistance when there is a problem.
Quick response times, competitive premiums and an appetite for new business.
Risk appetite, pricing and quick response times.
Appetite to write business with knowledgeable underwriters who are interested in securing business.
Fast response times, have an ability to be flexible and have adequate capacity.
Communication, pricing and product offering.
They are flexible in pricing. We have access to decision makers who are easy to get in contact with.
Quality products, flexibility and technical expertise.
They are flexible, they under-promise but over-deliver and are easy to deal with.
Experienced underwriters with an appetite to help and write business. Good communication.
Competitive premiums.
Timely responses and a demonstration they care about Lockton and our clients.
They are effective communicators, try to write new business or at least provide a reason for declinatures, and provide accurate documentation.
Fast response times, quick release of documentation, not applying large rating increases on claims-free cases at renewals and willingness to provide quotations.
Have worldwide capabilities.
Communication and helping to retain clients.
Communication, fast responses and are flexible on terms and premium.
Willingness to help out.
Quick response times, favourable terms and inclusivity of coverage.
Have an ability to trade, a broad appetite and be flexible.
Technical ability, strong policy wordings and ability to actually "trade" with us.
Response times to queries, answering phones and responding to submissions with VRI's before asking for a list of questions.
Easy-to-use Online Portals and quick response times.
Technical expertise a given, broad appetite, competitive pricing.

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