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YOUR NO.1
CHOICE FOR
HOME INSURANCE
Together, we’ve
got it covered.
2
OVERVIEW
OUR HOME INSURANCE PROPOSITION TO YOU
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A UNIQUE APPROACH TO CLAIMS
•Dedicated Personal Lines trading team
•One of the few UK insurers with a full scale, in-house
loss adjusting service
•Easy to do business with
•Underwriting expertise
•200 strong, UK-based claims team
•Strong appetite
•Our focus is delivering brilliant service for customers, reducing
settlement times and eliminating claims inflation.
•Personal claims service
•Competitive pricing and remuneration.
GOING FURTHER FOR YOU AND YOUR CUSTOMERS
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4
YOU AND RSA, GOING FORWARD
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•Working towards upgrading our Defaqto rating to 5-star
•Continuing to place customers’ needs at the heart of everything we do
•We’re committed to helping you grow
•Strengthening relationships with brokers by always listening and
responding appropriately
•We offer partnerships that are mutually beneficial
•We measure our performance using NPS
•Creating solutions that add value to broker and customer relationships
•Partnerships deliver stronger NPS results.
•Helping our brokers grow in business
•Developing our products and pricing to remain relevant and competitive.
PRODUCTS AND PRICING
•Clearchoice
•Preferred Choice
•Oak home insurance.
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WHY RSA?
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•Sustainable, solid financial results
•Immersed in the home insurance market
•Award-winning performance
•Trusted name for home insurance across the UK.
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OUR HOME INSURANCE PROPOSITION TO YOU
At RSA, our focus is to deliver great products that are mutually profitable and sustainable
in the long term.
There are many reasons
why choosing RSA is a
smart move for you and
your customers. Here are
just a few to give you an
overview of our capability.
DEDICATED PERSONAL LINES
TRADING TEAM
Our regional trading expertise builds
strong relationships and helps you to
grow your business.
STRONG APPETITE
We are committed to working closely
with our brokers and growing our
businesses together. This approach
includes supporting brokers who wish to
consolidate their personal lines portfolios
by tailoring our propositions to meet
individual broker needs.
EASY TO DO BUSINESS WITH
UNDERWRITING EXPERTISE
We make your life easier. From FBC
EDI enabled products to high-quality
underwriting and sales support functions.
We work together to ensure your job
is simpler.
We have a specialist team of underwriters
who are experts in their field. Their
capability is here to provide reassurance
for you and your customers.
PERSONAL CLAIMS SERVICE
COMPETITIVE PRICING AND
REMUNERATION
Our UK based centres are fully dedicated
to delivering excellent customer service,
so you can rest assured that our obsession
is getting it right for your customers.
We focus on delivering great value to
your customers and the right level of
commission for you.
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GOING FURTHER FOR YOU AND YOUR CUSTOMERS
We want to be your number one choice for home insurance. One of the ways we will do this is through
our obsession with going further for you and your customers and always adding value to our relationship.
COMMITTED TO HELPING YOU GROW
THE ADVANTAGE OF PARTNERSHIPS
We’re looking at all the ways we can support you and
help you grow your business. We believe that partnerships
based on joint values, agreed goals and closely aligned
expertise are key to our shared success.
An NPS can be as low as -100 and as high as +100 for insurers
with the most satisfied brokers. Our 2014 NPS survey showed the
the average market score for competitors is +28. The same survey
showed our overall NPS is +32, which puts us in a really strong
position in the marketplace. However, this score leaps to +54 for
our partner brokers, meaning it really does pay to partner with us.
MEASURING SUCCESS THROUGH NPS
We use Net Promoter Scores to measure the strength
of our broker relationships. These scores tell us how likely
a broker is to recommend us - a powerful measure of
satisfaction.
THE OUTCOME
By really listening to our brokers and understanding the issues
they face, it helps us to understand, and focus on, the areas that
matter most for you and your customers.
NPS +32
NPS +54
Achieved
nationally
Achieved with
partner brokers
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PRODUCTS AND PRICING
We offer a broad range of cover through products designed around the needs of your customers.
We also give you the flexibility to add extras and adjust excesses in line with your customers’ needs.
Clearchoice
•4* Defaqto rated product
(5* on Contents)
•Building cover up to £1,000,000
•Contents cover up to £75,000
•High risk item total of £25,000
•24 hour home emergency
assistance
•25% no claims discount
•0% Direct Debit option
•Trace & access cover up to £5,000
•Home care services included as
standard.
Clearchoice Enhancements
•Enhanced limits
•All occupations acceptable
•Accept pre-1850 properties
•Allowed buildings cover for flats
•Reviewed and reduced number of
subsidence refer postcodes
•Made contents only policies
acceptable for let properties from
private or local authority
•Accept asphalt/felt roof
•Accept one or two tenants if
policyholder living at the property
•Full business cycle enabled
products
•Credit score inclusion.
Preferred Choice
•Buildings cover up to £1,000,000
•Trace & access up to £15,000
•Contents cover from £75,000 up
to £200,000
•Full accidental loss or damage
worldwide
•24 hour home emergency
assistance
•Cover included for hired marquees,
hand or wind propelled craft, hole in
ones and identity fraud
•Legal expenses cover included up to
£50,000
•Interest free payment by direct debit
•Can be traded electronically on a full
business cycle basis on Acturis or
via rsabroker.com.
Oak Home Insurance
•No upper limit for maximum
sums insured
•Minimum buildings cover
£500,000
•Minimum contents, fine art and
antiques £150,000 (excluding
jewellery, watches and guns)
•Interest-free instalment scheme,
either annually or monthly
•Advice and assistance helplines
•Premium discounts where no
claims or losses have been made
•Discount for insuring buildings
and contents together
•Cover can be extended to include
holiday, weekend or second
homes, both in the UK and in
certain European countries.
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A UNIQUE APPROACH TO CLAIMS
As one of the few UK insurers with a full scale, in-house loss adjusting service we can focus on delivering
brilliant service for our customers, reducing our settlement times and eliminating claims inflation.
HERE’S HOW WE DO IT
Each one of our 200 strong, UK-based
claims team is an expert in delivering
brilliant service to our customers. They
work tirelessly to get it right first time,
every time, so every customer has a
positive experience.
Quite simply, we treat our customers
in a way we would like to be
treated ourselves. So we’re always
straightforward, keeping things simple,
listening, and engaging to really
understand their needs.
We understand that claims are key to the
insurer-broker-customer relationship.
That’s why we’re constantly seeking
initiatives and improvements that deliver
better solutions for everyone.
CUSTOMER FOCUS
SUPPLY CHAIN NETWORK
With no more than 5% of customer calls abandoned
and a choice of communication (email, telephone,
text message or letter) when dealing with us, we put
customers at the heart of our claims process. This
summer we are introducing a feedback survey called
Customer Satisfaction Monitor to measure our claims
performance and continuously improve.
Our world class (bench marked by Accenture) supply
chain covers a full range of claims fulfilment requirements,
including building repairs, and contents replacement
facilities, using a range of industry-recognised providers.
PERSONAL CLAIMS SPECIALIST
Our field force will project manage claims between
£3,000 and £250,000 and there will be a single point of
contact for each claim.
EMERGENCY RESPONSE VEHICLE
Our Emergency Response Vehicle is deployed in times of
emergency, so we can be there to offer our support and
expertise when our customers need us most.
COUNTER FRAUD UNIT
This unit is dedicated to preventing, detecting and
investigating application and claims fraud across all
business classes. RSA has earned itself a market-leading
reputation for its counter fraud activity, which has been
recognised by the industry with several awards for
endeavour and attainment.
METHODS OF SETTLEMENT
We offer each customer a number of choices for
settlement including repair and replacement, cash paid by
cheque or BACS directly into their bank account or voucher
or payment card options.
ONLINE CLAIMS TRACKING
RSA Claims Online is an easy way to track your customer’s
home claims. Once registered, you will have the ability
to log on using a specific user ID and view claims for any
personal and commercial business you may have.
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YOU AND RSA, GOING FORWARD
Our commitment to home insurance and brokers is highlighted by:
5-STAR PRODUCTS
SOLUTIONS
Continuing to upgrade our Defaqto rating
from 4-star to 5-star.
Being fully engaged in developing the FloodRE solution and
ensuring our brokers are fully briefed and able to benefit.
CUSTOMERS
GROWTH
As a business our Customer Obsession is core to our beliefs and
integrated into the way we do business – this means that your
customers are always at the heart of our decisions, big or small.
Helping our brokers grow in business with marketing
toolkits and offering wider partnerships where
opportunities exist to grow together.
RELATIONSHIPS
DEVELOPING
Running broker workshops to strengthen our
relationships, ensuring we’re always actively listening
to your needs and responding appropriately.
We carry out continuous development of our products and
pricing, including our peril rating structure, Claims Underwriting
Exchange (CUE) checking and Insurer Hosted Pricing (IHP).
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WHY RSA?
There are many reasons to choose
RSA, including our financial stability
and rich heritage spanning over 300
years. Currently our credit ratings
are Standard & Poor’s: A Stable and
Moody’s: A2 Negative.
Awarded for performance – we have received
a number of awards including:
• General Insurer of the Year 2010, 2013
• Claims Initiative of the Year 2011
• Fraud Initiative of the Year 2010
• A Best Big Company to Work For 2012, 2013, 2014
• Named as a Business Superbrand 2010, 2013
Sustainable, solid results – our home insurance book
is worth over £680m. We’re committed to brokers and
the home insurance market.
Immersed in the home insurance market – we use
a number of different distribution channels and
take our experience learned in each to build better
product propositions for our customers.
•Winner of CXC Diamond Award, Clarabridge
Customer Experience Champion Awards 2015
•Winner of the Best Employee Engagement and
Overall Winner categories in the 2012 Chartered
Institute of Personal Development
Trusted across the UK – we currently insure
2.4 million homes, protecting people against the
risks they face in their daily lives.
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TOGETHER, WE’VE GOT IT COVERED.
Contact the Personal Intermediated Broker Trading Team:
0117 941 6862
@
[email protected]
For more information or to join the conversation
about the great products and services RSA offer, visit:
rsabroker.com
RSAbroker UK
@rsabroker