The NIG Existing Business Service Survey 2018


0%

Complete

 

First, a bit about you and your brokerage.

Please complete as best you can.

1. What types of business do you place?

Tick any that apply.

2. Typically approximately what is the size of premium?

Tick any that apply.


3. What’s involved in your role?

This question will automatically update the sections of the survey you will answer.

Tick any that apply.

10%

Complete

 

You and your brokerage cont.

4. How do you trade with NIG?

Tick any that apply.

5. How would you rate NIG as an insurer to trade with?

6. When choosing an insurer to trade with, what’s most important to you?

Tick just one

20%

Complete

 

Ongoing Service – Renewals and Documentation

Please rate your answers to the following on a scale of 1 - 10, where 1 is an extremely bad score and 10 is an extremely good score:

1. Our response speed for new business, MTAs etc?

Regional

0 1 2 3 4 5 6 7 8 9 10

eTrade

0 1 2 3 4 5 6 7 8 9 10

National Trading Centre

0 1 2 3 4 5 6 7 8 9 10

2. Access to decision makers at NIG?

Regional

0 1 2 3 4 5 6 7 8 9 10

eTrade

0 1 2 3 4 5 6 7 8 9 10

National Trading Centre

0 1 2 3 4 5 6 7 8 9 10

3. The flexibility of our decision makers?

Regional

0 1 2 3 4 5 6 7 8 9 10

eTrade

0 1 2 3 4 5 6 7 8 9 10

National Trading Centre

0 1 2 3 4 5 6 7 8 9 10

4. Clear escalation points?

Regional

0 1 2 3 4 5 6 7 8 9 10

eTrade

0 1 2 3 4 5 6 7 8 9 10

National Trading Centre

0 1 2 3 4 5 6 7 8 9 10
30%

Complete

 

Ongoing Service – Renewals and Documentation cont.

5. Your relationship with your underwriting contact?

Regional

0 1 2 3 4 5 6 7 8 9 10

eTrade

0 1 2 3 4 5 6 7 8 9 10

National Trading Centre

0 1 2 3 4 5 6 7 8 9 10

6. The effectiveness of your overall relationship with our underwriters?

Regional

0 1 2 3 4 5 6 7 8 9 10

eTrade

0 1 2 3 4 5 6 7 8 9 10

National Trading Centre

0 1 2 3 4 5 6 7 8 9 10

7. The consistency of approach from our underwriters?

Regional

0 1 2 3 4 5 6 7 8 9 10

eTrade

0 1 2 3 4 5 6 7 8 9 10

National Trading Centre

0 1 2 3 4 5 6 7 8 9 10

8. How easy our documents are to understand?

 
0 1 2 3 4 5 6 7 8 9 10
40%

Complete

 

Ongoing Service – Renewals and Documentation cont.

9. How accurate our policy documents are?

 
0 1 2 3 4 5 6 7 8 9 10

10. How quickly we issue policy documents?

 
0 1 2 3 4 5 6 7 8 9 10

11. How easy it is to complete a renewal?

 
0 1 2 3 4 5 6 7 8 9 10

12. Do we contact you soon enough in advance of renewal (ie. 28 days prior)?

13. How likely you are to recommend NIG products and services to others?

 
0 1 2 3 4 5 6 7 8 9 10

If you have any further comments (positive or negative) to add in relation to ongoing service please do so here:

50%

Complete

 

Risk Control

Please rate your answers to the following on a scale of 1 - 10, where 1 is an extremely bad score and 10 is an extremely good score:

1. The appointment scheduling process and your contact with the Survey Support Team?

 
0 1 2 3 4 5 6 7 8 9 10

2. The on-site survey experience and the quality of advice provided by the Risk Control Surveyor during visits?

 
0 1 2 3 4 5 6 7 8 9 10

3. Are survey risk improvement reports received in a timely manner following survey visits?

 
0 1 2 3 4 5 6 7 8 9 10

4. The risk improvement reports issued following survey visits in terms of the clarity of action required and the quality of advice / guidance given?

 
0 1 2 3 4 5 6 7 8 9 10

5. The risk improvement follow-up process and associated contact with the Survey Support Team?

 
0 1 2 3 4 5 6 7 8 9 10

6. Did our Risk Control / Survey service meet your expectations?

 
0 1 2 3 4 5 6 7 8 9 10

If you have any suggestions to improve or enhance the Risk Control / Survey service please provide them here:

60%

Complete

 

Claims

1. Please tell us when you last made a claim with NIG:

Please rate your answers to the following on a scale of 1 - 10, where 1 is an extremely bad score and 10 is an extremely good score:

2. How clear do we make the next steps and timescales once you tell us about Client claims?

 
0 1 2 3 4 5 6 7 8 9 10

3. How well do we communicate with you during a claim?

 
0 1 2 3 4 5 6 7 8 9 10

4. Do you receive all the relevant advice, guidance and support you need to progress your claims?

 
0 1 2 3 4 5 6 7 8 9 10

5. Are your claims handled in a reasonable time?

 
0 1 2 3 4 5 6 7 8 9 10

6. Are claim payments received quickly?

 
0 1 2 3 4 5 6 7 8 9 10

7. Are you notified when a claim has been closed and advised of the settlement details?

 
0 1 2 3 4 5 6 7 8 9 10

8. Does our claims handling service meet your expectations?

 
0 1 2 3 4 5 6 7 8 9 10

9. Has our claims service positively changed the way you think about the insurance policy you have with us?

 
0 1 2 3 4 5 6 7 8 9 10

If you have any further comments (positive or negative) to add in relation to Claims please do so here:

90%

Complete

 

Final question

If there was one or more things we could do better to make us more effortless to deal with what would it be?

100%

Complete

 

Thank you

Thank you for taking the time to complete the survey. We’ll use the information you’ve provided to help us improve the products, propositions and services we offer you and your customers.

We’ll also donate £1 to The Insurance Charities. You can find out more about the good work they do here.