Canadian carriers lagging in service: survey

Canadian carriers scored the lowest in terms of quality of underwriting, policy administration and service when compared with the United States, London and Bermuda carriers in Willis Group’s inaugural Carrier Evaluation Survey.

In terms of claims, Canadians nudged ahead of Bermuda-based carriers for third place.

The results of the programme are based on a survey of 2,500 Willis associates from around the world who were asked to rank carrier groups, on a scale of 1 (lowest) to 10 (highest), against four categories.

Underwriting took into consideration commerciality, coverage and responsiveness; policy administration encompasses timeliness, accuracy and quality of information systems; claims covers attitude, settlement and technical support; and service includes loss control, risk assessment and post placement services.

Canadian firms received a score of 6.82 for underwriting, 6.41 for policy administration, 6.32 for claims, and 6.45 for service.

“The lease positive views were expressed by Willis associates from our Bermuda and Canada offices, who provided some of the lowest scoring results for claims worldwide,” the report noted.

But when compared with the rest of the world, carriers scored on average slightly higher in North America in all categories with the exception of claims.