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Driving Personal Lines to the next level

At a glance

  • Zurich's Personal Lines proposition has undergone some changes to make sure it offers the best possible service

Zurich has reviewed and improved its Personal Lines proposition for brokers and Ian McManus is the man making sure they get the competitive pricing, convenient processes and slick service they need.

As Zurich’s head of Personal Lines, Broker, Ian has been leading the changes, which are now being rolled out across the market.

Focus on brokers in personal lines

The first thing that Ian stresses is just how important Personal Lines brokers are to Zurich. Despite the continually poor prognosis they often get, he says the time has come for headline writers to stop proclaiming their end is nigh.

Instead, Ian highlights the flexibility brokers have shown to adapt to new ways of working and the significant benefits they offer clients in terms of product choice, professional advice and additional services.

From a selfish point of view, Ian also says brokers play a huge part in successful risk selection and the closer Zurich can work with its broking partners, the better he believes its results will be in the long term.

He says: “The broker channel is very important for us and we are investing heavily in it. We aim to be more competitive, improve our processes and really get the best out of our IT.

“I hope brokers can see just how ambitious we are for this channel when they look at the long-term commitment we have made to it and the current changes we are investing in and rolling out.”

Ian says Zurich’s motor and home products are now based on a full cycle EDI model noting: “We launched our new motor product in May 2012, and we are starting the roll out of our new home insurance product.”

Changes to motor

But just what sort of benefits will the new motor product offer and how will the processes that lie behind it make it easier for brokers to do business with Zurich?

The first thing that brokers should notice is that the pricing on motor is sharper. Ian says this is because Zurich has developed a new way of analysing its data, which has enabled it to identify new links between customer characteristics and risk profiles.

The referral system has also been overhauled to ensure it is fast and efficient. Where cases are flagged up for referral, brokers can pick up the phone and so long as the application is within certain parameters they will be given an override code to let the case pass through the online system.

If it is not within these parameters, a Zurich underwriter will then look at the case and make a ‘yes’ or ‘no’ decision. Everyone involved in the process has access to the original risk data keyed in by the broker.

Ian says: “This is a simpler and quicker approach than before. It also avoids mistakes being made because referrals are not re-keyed – everyone is working from the same system.”

Changes to household

Similarly, Ian is excited about the future of Zurich’s household business, which has also been reviewed.

The roll out across the software houses has started with Insurecom, with other software houses going live later this year. This will generate the benefits of speed and convenience for brokers as the full cycle EDI proposition comes on stream.

Ian says: “The household product was already competitive, but I think brokers will have noticed a big difference in the way EDI allows them to work in real time. It is faster and more efficient for brokers to work this way and it helps them serve their clients better.”

Brokers are a big part of Zurich’s future in Personal Lines and Ian is determined to make sure they get what they need to do business effectively.

Image © Getty

For more information, get in touch

Andy Day | National Personal Lines Development Manager | 07875 886 693

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