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Markel Insurance

05 Mar 2020

How we achieved our five-star rating for relationship handling and management

Customer service and customer experience have long been an important competitive differentiator in the insurance industry. To establish a successful relationship between insurers and brokers, we must focus on meeting what they want and need during each phase of their dealings with us.

In the Insurance Times five-star rating report 2019/2020 for Commercial Lines, we not only maintained our maximum five-star rating, but we were also the only insurer to be awarded five stars across all five of the service sectors. With broker service being so important in the insurance industry, we were delighted that one of these service sectors was relationship handling and management.

So, why were brokers so impressed with our relationship handling and management?

In early 2019, we restructured our branch operations, creating easier access to underwriters and more streamlined branch processes. Having the regional offices around the country means we are able to support brokers locally, adding an accessible layer to our service.

Having access to decision-makers also plays a key role in relationship management as brokers are looking to engage with a knowledgeable member of the team, who can resolve the issue or give an immediate decision. When brokers are working to tight deadlines with things such as client renewals, they don’t necessarily have time to wait for a somewhat delayed response.

What’s more, we also give brokers the flexibility to trade with us in the manner that best suits them. Transactional business can be handled by our dedicated e-trading team, Broker Connect. We have an established e-trading platform, WebEx, and are in the process of enhancing our broker extranet system.

Not only this, but our strategy of focusing on specific industry sectors has taken the notion of insurance cover to another level, and brokers understand this approach enables them to deliver a more complete solution to clients.

Markel’s commitment to delivering the best client outcomes will continue to be unashamedly relentless. Our Expect More identity will always drive us to constantly push the boundaries of normal insurance market practice.

We’re extremely proud of our regional teams and underwriters, whose role in brokers rating Markel as their number one insurance partner has been absolutely invaluable.

To learn more about Broker Connect, WebEx or why brokers rated us their #1 unsurer, please get in touch.

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Amanda McGarry
Amanda McGarrySenior Business Development Manager - Central
Kate Bootham
Kate BoothamHead of Business Development - North
Michael Petchey
Michael PetcheyHead of Business Development - South
Next article in series

05 Mar 2020

How we achieved our five-star rating for claims

You’ll have no doubt already heard the fantastic news that we both retained our maximum five-star status in the ‘Insurance Times five-star rating report Commercial Lines 2019/2020’ and took the coveted number one spot.