Allianz looking to buck the trend on broker service

Authored by Allianz

Allianz’s regional manager for London, Tom Leonard looks at the benefits of face to face trading with brokers, as Allianz research suggests a general breakdown in service from insurers

While Allianz has developed a hybrid way of working, it recognises the importance and benefits of face-to -face trading with broker partners again.

During the pandemic, collaboration was confined to video calls and virtual meetings. While clients expected our industry to ‘carry on as normal,’ insurers and brokers had to change their set up to work at home, therefore missing out on the personal interaction that makes our industry special and drives better outcomes for our customers.

A survey conducted by Allianz found that some brokers indicated that they felt a general breakdown of service from insurers in the industry due to the continuation of working from home.

While Allianz’s internal research found that during the pandemic, its engagement with brokers increased both in 2020 (11%) and 2021 (8%), it was due to the proactive approach of arranging more formal meetings, by phone or video call.

But now, after two years of remote working, Allianz is happy to be out and seeing broker partners face-to-face again.

Allianz has implemented a hybrid working model post the pandemic believing time in the office enables a fantastic melting pot for collaboration, training and efficiency for customers. The easy access to decision makers drives quicker decisions and better outcomes for brokers.

Tom Leonard, regional manager for London Markets and Engineering Construction and Power Southern at Allianz Insurance is relishing being back in the office and connecting with brokers face-to-face again.

He said: “Throughout the pandemic and lockdowns, Allianz prioritised the return to offices up and down the country. Then before the restrictions were eased earlier this year, we had a plan in place to get back into the offices safely. Once those restrictions were lifted, we successfully put that plan into action.

“While insurers tried their best to adapt in the pandemic and ‘carry on as normal’ as much as possible, the impact of the restrictions put into place could not be ignored.

“Following the return of a physical BIBA conference, and having spoken to brokers in London and the wider market, there is a definite feeling that insurers across the whole industry have dropped the ball a little when it comes to service, and that it is mainly the case for those insurers who are still primarily working from home.

“Insurance has always been a complex industry, and it continues to get more complicated. Following on from Covid-19 we’re now dealing with claims inflation, cost of living increases, and more recently the war in Ukraine and the impacts surrounding that.

“We feel that more face to face engagement with brokers gives us the best chance to navigate these new risks and complexities. We want responsiveness to our brokers to be our superpower, for it to be a differentiator for us against the rest of the market”

Recently, Allianz has announced new investment in its office space, such as a new engineering hub at its Guildford head office, moving to a new sustainable office in Manchester’s Landmark Building, and most recently announcing that all UK Allianz offices source their electricity from 100% renewable sources.

Tom Leonard added: “We are regularly adapting our regional work-spaces to be ready for future trading. While we realise that the use of office space is changing, we need to provide the best facilities for our workforce and brokers so they are encouraged to come in and collaborate.

“We want our brokers to know that they can have open, progressive and transparent conversations with us, as well as quick access to experts and decision makers.”