Glasgow

Out of 10 responses

Peer Group Ranking

Overall Ranking (Out of 12 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.

-70

NPS score

Average NPS score (overall)

Lockton ranked the following KPIs as most important to them

1

Flexibility (Terms, Pricing, Wordings)

2

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

3

Quality of Product Coverage

KPI Scores

Feedback from our Associates

What you do better than your peers

  • They offer competitive pricing and flexibility.
  • Their product range is good.
  • Aviva always look to accommodate risks.

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

  • Their response times are very poor. The call centre format prevents us from dealing with underwriters directly in the first instance.
  • They need to improve their service proposition and response times.
  • Overall, the service needs to be better. It is difficult to get hold of underwriters.
  • Better communication would be beneficial, both from an in-person and appetite perspective.
  • They need to be more flexible and willing to do business. This has decreased significantly.
  • It would be good if they came for more office visits.
  • They need to provide closer communication over new business appetite.
  • An improvement with their customer service, response times, and providing terms in good time would be beneficial.
  • They need to have better response times.

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

  • Responsiveness and engagement, Technical underwriting ability, flexibility on price and terms.
  • Response times, ability to understand the opportunity, flexibility in pricing/proposition.
  • Ease to deal with and willingness to support.
  • Willingness to trade and flexible, commercial awareness and range of covers that they can underwrite.
  • Local decision making, experienced underwriters and a flexible approach.
  • Claims Handled in-house, not outsourced. Technical knowledge and experience. Flexibility in approach to risk.
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