Together, we’ve
got it covered.
YOUR NO.1
CHOICE FOR
OUR HOME INSURANCE PROPOSITION TO YOU
• Dedicated Personal Lines trading team • Easy to do business with
• Underwriting expertise • Strong appetite • Personal claims service
• Competitive pricing and remuneration.
OVERVIEW
• We’re committed to helping you grow
• We offer partnerships that are mutually beneficial • We measure our performance using NPS
• Partnerships deliver stronger NPS results.
GOING FURTHER FOR YOU AND YOUR CUSTOMERS
PRODUCTS AND PRICING
• Clearchoice • Preferred Choice • Oak home insurance.
WHY RSA?
A UNIQUE APPROACH TO CLAIMS
• One of the few UK insurers with a full scale, in-house loss adjusting service
• 200 strong, UK-based claims team
• Our focus is delivering brilliant service for customers, reducing settlement times and eliminating claims inflation.
YOU AND RSA, GOING FORWARD
• Working towards upgrading our Defaqto rating to 5-star
• Continuing to place customers’ needs at the heart of everything we do • Strengthening relationships with brokers by always listening and
responding appropriately
• Creating solutions that add value to broker and customer relationships • Helping our brokers grow in business
• Developing our products and pricing to remain relevant and competitive.
• 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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UNDERWRITING EXPERTISE
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
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.
COMPETITIVE PRICING AND
REMUNERATION
We focus on delivering great value to your customers and the right level of
commission for you.
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.
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.
DEDICATED PERSONAL LINES
TRADING TEAM
Our regional trading expertise builds strong relationships and helps you to
grow your business.
EASY TO DO BUSINESS WITH
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.
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
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.
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 ADVANTAGE OF PARTNERSHIPS
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.
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.
Clearchoice
Clearchoice Enhancements
Preferred Choice
Oak Home Insurance
• 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.
• 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.
• 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.
• 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.
PRODUCTS AND PRICING
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
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.
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.
SUPPLY CHAIN NETWORK
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.
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
YOU AND RSA, GOING FORWARD
Our commitment to home insurance and brokers is highlighted by:
RELATIONSHIPS
Running broker workshops to strengthen our
relationships, ensuring we’re always actively listening to your needs and responding appropriately.
5-STAR PRODUCTS
Continuing to upgrade our Defaqto rating from 4-star to 5-star.
CUSTOMERS
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.
DEVELOPING
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).
SOLUTIONS
Being fully engaged in developing the FloodRE solution and ensuring our brokers are fully briefed and able to benefit.
GROWTH
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.
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.
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 • 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
