Sponsored content: Matthew Wilson, chief executive at Travelers Europe, discusses the importance of broker feedback – and the commitments this project has led to
Earlier this year, we asked brokers what they think of Travelers Europe. They told us that it should be easier to do business with us – and that they want a proactive partner with consistent, responsive service.
That feedback is why we have introduced a refreshed brand built on a pledge to brokers, rather than a new logo or strapline.
The pledge breaks down into five commitments. Each commitment came directly from what brokers shared with us and each is something they can hold us to.
The first commitment is that we will listen on an ongoing basis, through structured feedback loops and regular sessions with brokers, so that listening becomes part of how we work, rather than a one-off exercise.
The second is that we will make it easier to do business with us through clearer risk appetites, eligibility guides, more time with underwriters and streamlined processes.
The third is that we will provide a consistent standard of service, so that a broker receives the same experience, whatever part of the business they’re dealing with.
Specifically, we are working towards defined service level agreements across the broker journey, so that brokers know what to expect from us at every stage.
The fourth is that we will be visible and engaged – showing up regularly at meetings and market events, not only at renewal or if an issue has arisen. We will also make sure that time together counts through structured reviews and executive engagement.
And the fifth is that we will continuously look to raise our standards and performance, upskilling our people so that they can provide more effective support.
Commitments only mean something if the behaviours and structures behind them change too. That’s why we’ve spent the past few months training our teams and honing our processes so that underwriting, claims and distribution colleagues work more closely together to deliver high-quality service to our brokers.
Introducing the brand refresh was only the start. Real change takes time and these five commitments will guide how we work in the months ahead.
So, how will we know we’ve been successful? We’ll know because we’ll never stop asking.
By constantly seeking feedback from brokers, listening carefully, and stepping up to meet their needs, we’ll reach a place where we can say with confidence – this is working. That’s the standard we’re committed to.
