Home & Legacy round-up 2018

Posted on: 03 January 2019

Happy New Year to all of our brokers… Thank you for working with us throughout 2018

As we start off a fresh new year, we want to welcome brokers back after the festive break and set out our priorities for 2019. But before we do so, a quick look back over the past year…

Farewell 2018

2018 was busy and eventful for the insurance industry. Claims departments were kept busy with a stormy start to the year and extreme weather events, such as Beast from East; while the market experienced acquisitions and mergers, many of which affected high net worth insurance specifically. As all of us working in the personal lines market will be aware, it continued to be a competitive environment. Our customers benefited from high levels of competition, and it certainly kept us all busy – insurance providers and brokers alike.

Times of increased activity – caused by the weather or the market conditions – put us to the test. Additional pressure on claims departments gives the opportunity for excellent service to shine through.  

So, while stormy conditions and uncertainty were the backdrop to 2018, at Home & Legacy we managed to deliver the excellent service that our brokers needed from us – and this was recognised in a number of ways. What’s more, we focussed on developing our e-trading capabilities to make it as easy as possible to do business with Home & Legacy.

Customer service

In 2018 we restructured our underwriting services, and implemented many changes in our claims division.

Despite additional pressure, our claim team delivered; improving its net promoter score throughout the year. We were proud that our current 2018 NPS is 75 from our claiming customers.

We were also delighted to win the award for the Best Claims Team of the Year at the Broker Choice Awards. As well as being shortlisted in the categories ‘Best Renewals Team’, ‘Underwriter of the Year’ and ‘Best E-trading Platform’.


Transactional efficiency is crucial to us all and with the provision of Home & Legacy Online, we’ve seen the number of enquiries that start with us online rise from 40% to 60% over the last two years.

In May last year, we ranked for the first time ever in the E-trading Broker Insight Survey – straight into the top 3. We saw this as a real achievement, especially following the innovation award win for Home & Legacy Online at the last underwriting service awards.  

We ended the year by introducing our motor proposition to Home & Legacy Online and the initial response by brokers to our faster, shorter motor online journey has been positive.  

What’s in store 2019?

As we start 2019, with all its unknowns for the UK, our brokers and policyholders will be able to rely on Home & Legacy for exceptional service and efficiency.

In times of uncertainty and change, some things need to stay consistent, so Home & Legacy will continue to focus on customer service and transactional efficiency; developing our products and service offerings in response to customer feedback and market conditions.

Thank you again for your valued support during 2018.

Wishing you all a strong and prosperous 2019.

Watch Barry O'Neill's round-up on youTalk-insurance