Global Real Estate

Out of 70 responses

Peer Group Ranking

Overall Ranking (Out of 23 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.

-41

NPS score

Average NPS score (overall)

Lockton ranked the following KPIs as most important to them

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

2 Flexibility (Terms, Pricing, Wordings)

3 Attitude to Pricing

KPI Scores

Feedback from our Associates

What you do better than your peers

They have good engagement through the renewal process.
They have competitive pricing.
They are well regarded in the market.
They are a leading UK name.
Their capacity is good.
They have the ability to provide products across multiple classes.
Their capacity is good.
The breath of coverage and knowledge on emerging trends in the Real Estate insurance market are key strength area for Aviva.
They have good pricing recently.
They are able to span multiple risk classes, Construction and Real Estate lifecycle coverage.
They are supportive on existing business where adverse construction is identified.
Their technical support is good.
They are prepared to be flexible and commercial.
Their risk appetite is good.
They provide wide coverage.
Their capacity is good.
They are a great brand and provide good levels of capacity.
They are good at organising socials for the teams and are also happy to negotiate pricing fairly in recognition of each individual clients needs.
They communicate appetite well.
Aviva, especially when dealing with their casualty team, come up with solutions to problems we are facing on the placement which is very valuable. They are very happy to put in work to assist us.
Their turnaround times are good.
Their capacity is good.

Their underwriters have good expertise.
Their understanding of clients is good.
Their pricing is good.
They take a client focused approach to the UK team.
They can sell across multi-lines.
They are easy to work with.
European risks are a strength area for Aviva.
Their capacity levels are good and they recognise client loyalty.
They provide quick turnaround times.
Their pricing is good.
It is good they put in time for regular briefings.
They are experienced and flexible on pricing.
European Real Estate is a strongpoint for Aviva.
They have great technical knowledge.
Their knowledge is very good.
Their Global programmes and top quality risk management advice is commendable.
They have a wide appetite.
Aviva's response times are often positive.
They show good flexibility and understanding on performance of portfolios and do not make snap decisions.
Their pricing is good.
In terms of pricing, coverage and terms, they are willing to sit down and discuss to reach a final solution.
They provide strong products.

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

The team should look into building their knowledge of clients.
Quicker responses would be beneficial.
It is often difficult to get hold of an underwriter on the phone.
Their relationship building could be improved.
Aviva's turnaround times need improving.
It would be good if they had better response times and were more flexible.
Aviva should be more commercial and flexible.
They need to be more commercial with some underwriting decisions.
They need to be more flexible.
They need to improve their underwriting flexibility approach to retain business.
Aviva need to be better at taking a commercial view on renewal terms where existing business is being marketed and under attack by another market.
It is difficult to get through to underwriters on the phone.
They need to be more flexible and commercial.
Their service levels need improving.
Their turnaround times could be better.
They need to improve their response times.
They should broaden their appetite.
It would be good if Aviva could provide a consistent service amongst their team. Some underwriters are much better at engaging than others.
They need to develop their communication more and provide a better understanding of their appetite.
Account queries need to be responded to quicker.
They should have a broader reach in niche Real Estate risks.
The Property Investors team are very slow and tricky to get hold of.
Aviva should have a more commercial outlook.
They need to be more flexible.
Some underwriters have really poor response times and there is a lack of flexibility from others.

Their flexibility and willingness to work with brokers needs improving.
It is hard to contact and obtain responses from underwriters at times.
Greater collaboration would be beneficial.
Quicker responses would be appreciated.
Flexibility on certain asset-classes would be helpful.
They need to respond in a timely manner to emails and phone calls.
Their response times need some improvement.
They need to be better communicators.
It would be good to see them be more competitive.
Their turnaround times need be improved.
They need to have more competitive pricing.
It would be good to see them show greater interest in writing business under the LREAC Scheme, as well as agree to write wholesale business.
They should provide greater assistance and appetite.
Aviva should show greater willingness to actually take on Properties in a fair manner, with competitive pricing.
Their flexibility on flood mapping needs improving.
Aviva operate by the book and it would be easier to trade with them if they were more commercial.
Their turnaround times need improving.
They are not always the most flexible when it comes to pricing.
Their response times could be better.
They should improve their assistance on the smaller-sized businesses.
Their response times are very slow.
Their risk appetite needs improving.
Aviva should improve their response and turnaround times.
Flexibility in their trading needs improving.

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

Technical expertise, commercial approach and responsiveness.
Communication, willingness to negotiate and have an understanding of clients' positions.
Commerciality, Flexibility and Responsiveness.
They have expert underwriters, competitive pricing and make commercial decisions.
Have a desire to build long-term relationships and provide strategic support at client level.
Flexibility, turn around times and good relationships.
Communicative and find solutions.
Service and response times plus being flexible/commercial.
Good communication and response times. Fairness in offering terms in situations where losses have been occurred.
Flexible, quick turnaround times and technical expertise.
Have a holistic view of the client's programme and bring in other parts of the business to assemble a multi-class offering. Additionally, frequent surgery sessions with our Associates to ensure underwriters are always visible.
Response times, competitive attitude to pricing and access to technical knowledge.
Service, response times and ability to make contact by phone.
Be supportive of Lockton and our clients.
Flexibility, speed and answering the phone.
Wide appetite, being commercial/flexible and service levels.
Quick turnaround, easy communication and pricing.
Turnaround times and flexibility.
Flexibility and wanting to build partnership with us and our clients.
Flexible, quick turnaround times, desire to write new business and think commercially.
Have good service, quick response times, always get back to you if you call them. Prepared to meet face to face.
Willingness to trade, communicate well, speedy response times on existing business and active face-to-face presence.
Service, turnaround times, pricing and flexibility.
Fast turnaround times, flexibility in pricing and have understanding of the client.
Flexibility and communication.
Response times and product knowledge.
Flexibility to pricing and taking a commercial view to get a deal over the line, combined with turnaround times. When an insurer proactively looks to broaden their offering and exceed the client's expectations, it really strengthens the relationship of all parties.
Have quick response times.
Commercial attitude, turnaround times, and effective communication.
Flexibility.
Willingness to quote on new business, response times and flexibility with pricing.
Flexibility and ease of trading.
Overall level of service received/communicated.
Easy to deal with, great at building relationships and have understanding of our clients' needs.
Have great relationships built on trust, commercial approach and proactive approach to delivering solutions for clients.
Flexible, are easy to work with.

Flexibility, service and technical ability.
Communication, trading strategically and flexibly.
Commercial underwriting decisions, service and responsiveness.
Willing to trade and support brokers and clients.
Actively engaging and dynamic in the way they trade to achieve the best result for all parties involved in a renewal process.
Communication, coverage and pricing.
Active engagement, strong partnering and good communication.
Their appetite to new business and flexibility in respect of pricing and cover.
Turnaround times, pricing and ease to contact if needed urgently.
They communicate, have corporate thinking and are solution-driven.
Response times, appetite, pricing/rating.
Great terms, easy to deal with, have fast response times.
They have willingness to be flexible and assist where they can with good communication and turnaround times.
Capacity, price and service.
Service, pricing and commerciality.
Appetite, enthusiasm, response times and commercial attitude.
Commercial approach, competitive pricing, quick response times and technical expertise.
Responsiveness, communication & being easy to work with, commercial underwriting with a reasonable consideration of the risk, ability for flexibility if required.
Competitive pricing, wide coverage and good communication.
Relationship, flexibility & commerciality.
Have open communication channels with their top underwriters to ensure the clients needs are met.
Quick turnaround times, ability to move on rates and premiums, technical servicing and policy advice.
Strong relationships, have willingness to assist and speed of turnaround times.
Engagement, flexibility and clarification on their position.
Clear and concise communicators, good relationships across the piece and flexible traders.
Speed of service, competitive pricing and collaborative approach.
We have access to decision makers.
They are responsive, flexible and technical.
Flexibility, Service, Quality of Product.
Knowledgeable, good service and pricing.
They communicate their appetite, look at each piece of new business on a case-by-case basis and have a good turnaround times on all queries.
Strong relationships, commercial Flexibility and good attitude to pricing.
Have food relationships with underwriters, good rates, ability to provide capacity and quick turnaround times.
Technical expertise, underwriting flexibility and good engagement with brokers.
Good communication.
Commercial decision making, quick turnaround times and wanting to work together as partners.

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