1 YOUR NO.1 CHOICE FOR HOME INSURANCE Together, we ve got it covered.
2 OVERVIEW OUR HOME INSURANCE PROPOSITION TO YOU 3 A UNIQUE APPROACH TO CLAIMS 6 Dedicated Personal Lines trading team Easy to do business with Underwriting expertise Strong appetite Personal claims service Competitive pricing and remuneration. 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. GOING FURTHER FOR YOU AND YOUR CUSTOMERS 4 YOU AND RSA, GOING FORWARD 7 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. 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. PRODUCTS AND PRICING 5 WHY RSA? 8 Clearchoice Preferred Choice Oak home insurance. Sustainable, solid financial results Immersed in the home insurance market Award-winning performance Trusted name for home insurance across the UK.
3 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. 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. 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. 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. 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.
4 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. NPS +32 Achieved nationally NPS +54 Achieved with partner brokers
5 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 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.
6 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 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.
7 YOU AND RSA, GOING FORWARD Our commitment to home insurance and brokers is highlighted by: 5-STAR PRODUCTS Continuing to upgrade our Defaqto rating from 4-star to 5-star. SOLUTIONS Being fully engaged in developing the FloodRE solution and ensuring our brokers are fully briefed and able to benefit. 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. GROWTH Helping our brokers grow in business with marketing toolkits and offering wider partnerships where opportunities exist to grow together. RELATIONSHIPS Running broker workshops to strengthen our relationships, ensuring we re always actively listening to your needs and responding appropriately. 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).
8 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 Trusted across the UK we currently insure 2.4 million homes, protecting people against the risks they face in their daily lives.
9 TOGETHER, WE VE GOT IT COVERED. Contact the Personal Intermediated Broker Trading Team: 0117 941 6862 @ personallines.trading@uk.rsagroup.com For more information or to join the conversation about the great products and services RSA offer, visit: rsabroker.com RSAbroker UK @rsabroker