Broker Service Q&A in Insurance Times

Posted on: 08 October 2019

Barry O'Neill - Home and Legacy Managing Director

Managing Director Barry O'Neill spoke to Insurance Times about Home & Legacy's developments in the 5 service areas which are explored in the annual Insurance Times Broker Service Survey...

An area being investigated in the Broker Service Survey is around quality of cover, how do you ensure Home & Legacy is providing the best quality of cover to brokers and their customers?

“At Home & Legacy, making sure our cover is among the best on the high net worth market is ‘business as usual’.

As such, we have a regular review cycle in place. This involves appraising our own cover, evaluating the cover available from others, in addition to reacting to claims feedback and experience. Our cover is very broad as standard and we want to keep it that way so it’s important we constantly develop our wordings to ensure they respond well to customer needs.”

How do you ensure good relationship management, such as access to decision makers?

“Every day, our business development managers are out visiting Home & Legacy’s key brokers around the country.

Having a presence in broker offices provides better access to Home & Legacy’s decision makers and brings us closer the issues affecting brokers. Being BIBA’s chosen scheme provider also helps with that. Investing in our online services also contributes to relationship management and handling; time previously spent on admin is now dedicated to quality case handling.

We’ve seen the benefits in underwriting, which is why we’ve put claims services on Home & Legacy Online as well.”

What steps has Home & Legacy taken over the past year to keep improving the claims experience for brokers and their customers?

“I mentioned already how Home & Legacy Online is helping us improve claims experience; providing a new channel to report claims online and a quick way to check claim status. Claims online came about following research among our broker base where we discovered a demand.

This is a new service, although I’m glad to say the initial reaction has been really positive. When it comes to the quality of claims handling from our dedicated team – I can’t praise them enough. Our claims team has an average of 18 years claims handling experience per person. Collectively, they won the Broker Choice Award for ‘Best claims team of the year’ 2018 and independent analysis tells us their Net Promoter Score for the last 12 months is 77.

We improve our claims service through hard work, listening to customer feedback and constantly developing our processes.”

The full version of this interview appeared in Insurance Times on 20th September 2019 in an article called 'Broker Service Q&A: Home & Legacy reveals net promoter score'

Read the full interview

The Broker Service Survey will be open until Friday 1st November 2019. Brokers who complete the survey will be entered into a prize draw to win £250 John Lewis vouchers.

Complete the Broker Service Survey