Article 1:
“Aviva clear winners in best product…head and shoulders above…with 53% of brokers saying best range”
Meeting 1:
“Service is the same as last year – good, consistent…Aviva’s still leading…nothing really to discuss John other than the little scheme idea I’ve got.”
Article 2:
“Aviva top for Service…37% of brokers voted for Aviva”
Meeting 2:
“So you’re not happy with Aviva’s service across the UK then Sam?”(†) says I.
“No…and we had our Regional Management together and they agreed…NU’s service wasn’t up to scratch…”
“It’s Aviva, not NU” … said I.
“Aviva, NU – who cares…same thing” he replied…his beam widening…”ABCD Insurance Company (††) is improving rapidly and have overtaken you. They’re over me like a rash…Never see NU senior people” (he said “NU” deliberately!) said Sam, beaming across his Digestive.
“And the “poor” service is why the premium is dropping?”
“Yes…it’s not good enough” he bellowed, snapping his Digestive.
I seized my moment…
“Nothing to do with commission?”
…This hung in the room! The Digestives crunched.
Article 3:
“Aviva score well for Bluefin Survey…only company to get all 4 stars…particularly good claims”
Meeting 3:
“You’re miles ahead of the market you know; local trading, local service, claims settlement, experience, first class; never have a problem with NU…” said Joe.(†) (no biscuit…)
“Aviva” I said.
“Oh, I’m sorry John…Aviva…much prefer Aviva…global name; love the advertising …most of my clients know…they saw Bruce.” He beamed…
“And our rating strategy?”…I asked…seizing my moment.
“Well, I think you took off a tad quickly in Q1 but you guys are much more flexible now…and the business is flowing – and now we are really trading with you…The competitors are miles behind. ABCD (††) are rubbish…never see them…hear them… and don’t like them. Whereas you guys – got access to all the senior people I need. In fact, it gets a bit much…not really…”
I seized another moment…
“And commission…?” I probed.
“Well, if the loss ratios perform, I’m looking forward to a big fat profit share cheque …skin in the game you promised…2010 will be bumper…All my team know that and your Risk Management team have been so much help.”
Article 4:
“Aviva scurrying for revenue as they become more flexible”
Meeting 4:
“Aviva’s best of the bunch…although sometimes I see the bunch as a bit ropey! You could always improve on speed of picking up the phone – and Personal Lines rates are not good enough. Pull your finger out on that and you’ll win”…
Meeting 5:
“So, Sam…” I said, Digestive in hand – “I listened to you…asked around. We can always do better – and if you share examples you have, where we’ve got it wrong, I’ll help sort it out…but have you seen the recent surveys brokers have voted for…I don’t get why we have such a disconnect with you on service.”
“Bet you rig the vote!”
Digestive dropped…
N.B. † Names changed to protect the broker!
†† Name changed because why would I want to talk about a competitor!
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