Private Clients

Out of 25 responses

Peer Group Ranking

Overall Ranking (Out of 11 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.

12

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

Quality of Product Coverage

3

Flexibility (Terms, Pricing, Wordings)

KPI Scores

Feedback from our Associates

What you do better than your peers

  • They have a relatively broad appetite and when you speak to the right underwriter, they can be flexible and very helpful.
  • Access to decision makers is made easy.
  • Provision of our DA scheme for specialist vehicles is a benefit.
  • They have the ability and appetite to write very large consumer risks.
  • They have a great product and some very technical underwriters, who offer flexibility.
  • Wider product at UHNW level which is beneficial.
  • Renewal terms are always received in good time before renewal.
  • Aviva provide good rates on Fine Art & Jewellery.
  • They trust Lockton to underwrite on their behalf, listen to what we have to say and support us in winning new business.
  • They provide regular communications around indexation and policy changes/updates.
  • They have appetite towards younger drivers accommodating business.
  • Their communication is good.
  • Their communication is good.
  • Their ability to be open and cater for our clients needs is noticeable, and they will always try to assist in anyway they can.
  • Their explanation of terms is appreciated.
  • They provide bespoke cover via our delegated authority programme.
  • They are good at relationship building.
  • Their attitude towards risk selection is good.
  • They provide excellent cover and can be competitive on new business.

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

  • It would be good if there were more senior underwriters to trade with. Unfortunately, some of the junior staff do not have the same underwriting approach as the senior staff, which leads to a disparity in underwriting approach. This can be frustrating.
  • They need to be better with their quote response times when certain underwriters are on annual leave. They need to be clearer with their appetite guidance.
  • Their pricing needs to be improved.
  • They need to navigate politics with other brokers better.
  • Their Lloyds capacity needs expanding.
  • They need to provide better access to decision makers to make it easier to trade.
  • Aviva should have a home binder to sit alongside Performance to support cross-selling.
  • They need more flexibility on pricing.
  • Quicker response times and flexibility would be beneficial.
  • Aviva need to communicate better.
  • It feels like the team are overburdened by internal bureaucracy. Better top level engagement would be good.
  • Consistency of technical knowledge in the Underwriting team would be beneficial.
  • They need to be more flexible on terms and pricing.
  • They are not very good at returning queries within a reasonable time frame.
  • Their pricing need improvement.
  • They need to define their target risk appetite more clearly.
  • They need to be more consistent.
  • Their response times need improving.

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

  • Great product, client-centred (broker relationship) and willingness to negotiate and trade.
  • Underwriting knowledge, product coverage and fair pricing.
  • Responsiveness of underwriters, product coverage and underwriting flexibility.
  • Access to decision makers, speed of response and understanding/management of client/Lockton expectation.
  • Response and service (not just at new business win stage) and good claims service.
  • Communication.
  • The comfort we have in recommending them is their claims handling process is superb, which is the most important area to sell, when speaking to clients. Products also offer comprehensive coverage. From a construction point of view, we been driving this within our division and is quite a technical area, dealing with Renovations is superb, as we have access to technical underwriters, who know their product and are quick to turn business around.
  • Quality of product, they understand their markets and have strong service and brand.
  • Quickest response times, flexibility and quality of policy covers.
  • Good experienced underwriters with quick response times and underwriting attitude to renewals.
  • Speed and access to decision makers.
  • Flexibility, access to decision makers, trading underwriters and quality wording.
  • Breadth of policy cover, our ability to trade quickly and consistently good claims handling.
  • Communication.
  • Comprehensive cover benefits.
  • Positive attitude to doing business.
  • The cover provided and the Insurers' openness to assist our clients with their Insurance needs, ranging from a big Collector to a temporary additional driver. They are always happy to assist, within reason.
  • Fast turnaround and acceptable terms.
  • The bespoke cover they are able to suit to the client's individual needs.
  • Communication and flexibility.
  • Attitude towards risk selection.
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