CUSTOMER SERVICE

CUSTOMER SERVICE

FIVE-STAR MGAs

MGAs’ customer service satisfaction is largely linked to underwriters’ performance. Brokers are generally pleased when underwriters are “friendly and easy to deal with” and when they get prompt responses to their emails and calls. On the whole, it seems MGAs are upholding this standard – 16 companies received five-star ratings for customer service – although their average performance did take quite a dive from last year, slipping from 8.40 to 8.02.

Most of brokers’ complaints about customer service revolved around responsiveness and turnaround time. One respondent asked for “easier access to underwriters,” while another remarked that his MGA was “OK once nudged,” which suggests a lack of initiative. One broker in particular was dismayed that “certain underwriters are not shy to let you know that you are not a priority on their to-do list” – a clear customer-service blunder.

Another measure of an MGA’s customer service is the claims experience and support provided, although many brokers said they have yet to experience this aspect of their MGA. One broker did ask for his MGA to step up service in this area by “sending out claims notices to brokers to confirm [when a] claim [is] open and once [it’s] closed.”

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