2023 NIBA Broker Market Survey
Overall
Trusted partner
Delivers on promises
Value for money
Responsiveness
Corporate reputation
Net promoter score
Are comfortable having complex or challenging conversations
Work with me to find a solution for my client
Underwriting overall
satisfaction
Understand underwriting
for my client’s needs
Have expert knowledge in specific product areas
Underwriting
Underwriting
First place in 5 categories
Underwriting
First place in
5 categories
Account Management
First place in
5 categories
Account Management
First place in
5 categories
Product Experience
First place in
4 categories
Product Experience
First place in
4 categories
Claims
First place in
7 categories
Claims
First place in
7 categories
Brand
First place in
5 categories
Brand
First place in
5 categories
Overall – First place in 6 categories
Underwriting overall satisfaction
Understand underwriting for my client’s needs
Have expert knowledge in specific product areas
Are comfortable having complex or challenging conversations
Work with me to find a solution for my client
Underwriting – First place in 5 categories
Account management overall satisfaction
Strong product knowledge and technical expertise
Takes ownership for resolving my business issues and follows through on commitment
Willingness to negotiate for the benefit of my client
Takes the time to learn about my business and client needs
Account Management – First place in 5 categories
Underwriting flexibility overall
Ability to tailor a policy to suit my client’s needs (e.g. customise options)
Product coverage and wording that suits the needs of my client
Policy conditions and cover
Product Experience – First place in 4 categories
Ensure claims resolution is timely
Quick and efficient assessment process
Staff are knowledgeable about what the product covers in the event of a claim
Staff proactively communicate progress of the claim
Single point of contact dealing with the claim
Assessors act and behave in a professional manner
Claims – First place in 7 categories
Range of channels to make a claim
Brand I have confidence in
Cares for its customers
Truly partners with me
Provides solutions for mutual growth
Develops and maintains strong relationships
Brand – First place in 5 categories
Overall
First place in 6 categories
Underwriting
First place in 5 categories
Account
Management
First place in 5 categories
Product
Experience
First place in 4 categories
Claims
First place in 7 categories
Brand
First place in 5 categories
First place in 6 categories
Overall
First place in 6 categories
Underwriting
First place in 5 categories
Account
Management
First place in 5 categories
Product
Experience
First place in 4 categories
Claims
First place in 7 categories
First place in 5 categories
Brand
