04 Executive Summary
Key Insights from your 2024 Survey include:
Peer Group Ranking
Overall Ranking (from 29 Markets)
Overall NPS Score (vs Average of -5)
A top 5 position overall in 6 of the 32 Lockton Business Units relevant to Aviva
What is going well?
Power & Renewables – They are always willing to be commercial to get the best for the client. They support Lockton on several placements.
Onshore Construction – They are good at leading business.
Construction Investments – Strong credit paper and a recognised guarantor are Aviva's strength areas.
Real Estate – They have good engagement through the renewal process.
International Construction
UK Construction – They provide all round insurance for Construction projects including CAR and latent defects.
Belfast – Aviva's online facility is good.
Dublin – They provide great engagement with BDE and follow up continuously.
Aberdeen – Fleet products are a strength area for Aviva.
Birmingham – Their online platform is better than some providers.
Glasgow – They offer competitive pricing and flexibility.
London Retail – They have a breadth of products suited to client requirements.
Manchester Corporate – Their breadth of appetite is good.
Newcastle – They always connect with us on new business and renewal opportunities.
ROW Casualty – Underwriters are easily accessible with good turnaround times.
Cyber – They have adapted recently to write on Lockton wording. They are a well placed market.
ML – Commercial Crime is a strength area for Aviva.
Private Clients – They have the ability and appetite to write very large consumer risks.
PI – Their Risk Management is good.
Marine Cargo – They take a flexible underwriting approach and are very approachable.
Specie & FA – Their service levels are good.
Areas for Improvement for Aviva?
Onshore Construction – Aviva should lead more business.
Power & Renewables – Aviva's line sizes on CAT placements need improving.
Construction Investments – Aviva need to improve and widen their appetite.
Real Estate – It is often difficult to get hold of an underwriter on the phone.
International Construction – Over the last year, it is clear that the team has been understaffed which is contributing to slow turnaround times.
UK Construction – With regards to CAR, it would be good if they had quicker turnaround times and better service levels.
Belfast – Better Claims communication would be appreciated.
Dublin – They should improve their quotation response times.
Aberdeen – They need to provide timely responses to enquiries and take a pragmatic approach to rate increases.
Birmingham – They need to have more continuity of staff and more underwriters to facilitate. Their speed in service and responses could be improved.
Glasgow – Overall, the service needs to be better. It is difficult to get hold of underwriters.
London Retail – Aviva being more pro-active around the development of their relationships would be good. There are numerous team changes across both Lockton and Aviva, and it is difficult to trade without personal knowledge.
Manchester Corporate – There seems to be two distinct strategies between GCS and Mid-Market, with much better traction with the latter.
Newcastle – They need to have a wider offering of products.
ROW Casualty – It would be better to have greater clarification on appetite.
FI – It would be good to bolster the team so that the business can be serviced once a larger book has been established.
Cyber – Aviva need to have greater interaction with brokers.
ML – The D&O team can be a bit behind the curve on pricing.
Private Clients – Their Lloyds capacity needs expanding.
PI – Their risk management support is not as good as it should be.
PI – It would help if they could write smaller risks 100%.
Marine Cargo – They do not seem eager to pick up new accounts.
Specie & FA – Better communication would be beneficial.
Through 2025, let’s address these areas for improvement together – and keep building on your many strengths.
Peer Group
