Rothbury named 2014 ANZIIF Large Broking Company of the Year
Published Date: 10th Nov 2014 | Category: News
A team effort, working as client advocates and trusted advisers, helped Rothbury Insurance Brokers win the 2014 ANZIIF Large Broking Company of the Year award, says a delighted managing director Roger Abel.
It is the first time in the three year history of the New Zealand Insurance Industry Awards that Rothbury has won this category – one of 11 presented at a ceremony in Auckland on Thursday, 6 November. The awards are run by the Australian and New Zealand Institute of Insurance and Finance (ANZIIF).
"We are over the moon to have won the Large Broking Company of the Year award for 2014," says Mr Abel. "It is through the collective effort of all of our people actively working as trusted advisers to solve our clients’ problems that we were able to achieve this success.
"We work really hard to put our clients first and listen to their needs. We have a great team of people around the country looking after our clients with an on-going commitment to delivering great service and advice."
Mr Abel said he hoped the recognition the award provided would encourage more people to entrust Rothbury with their business and personal insurance needs.
The Large Insurance Broking Company award, sponsored by NZI, is for insurance broking companies who have demonstrated strong performance and outstanding service for their customers in New Zealand. Companies whose turnover (defined as gross written premium transacted) is more than $50 million are eligible for this award.
Entrants are required to make a 2,000 word submission addressing:
- Service levels and responsiveness to clients’ needs
- Product suitability and ongoing measurement and review processes
- Support and education service to clients
- Staff development to ensure the most informed advice and service to clients
- Suitability of risk management assistance
- Client satisfaction
Rothbury’s entry highlighted the company’s monthly Pulse Survey that calculates Net Promoter Scores (NPS) and gathers client feedback on claims and renewals for domestic and commercial clients. In seven years the company’s NPS for commercial renewals has climbed from +22 to +40 as a result of client satisfaction for service quality and timeliness.
NPS is an internationally recognised measure of client satisfaction, calculated by taking the percentage of "promoter" customers and subtracting the percentage of "detractor" customers.
Another innovation highlighted in the entry was webinars introduced in 2013 that deliver regular training to the company’s 15 branches and 220 staff around the country. The webinars have resulted in more learning opportunities and less time away from home towns for staff.