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Published: 27 September 2023

Our Commitment to Client Service Excellence

Every person or business is unique, and we're here to ensure your insurance reflects that uniqueness. At Rothbury, our commitment to delivering a unique and outstanding client experience is embedded throughout our business.

We put our clients first. From the moment your broker identifies your specific risks and recommends the best insurance options to providing continuous support, handling policy renewals, and assisting with claims - your peace of mind is our top priority.

“The insurance industry in New Zealand is experiencing very challenging market conditions attributable to the frequency of extreme weather events, high inflation and a difficult employment market. Personal service and quality insurance advice is more important than ever, and that’s exactly what we deliver to our clients. We work hard to ensure our clients access appropriate insurance solutions to best protect their assets, securing the right combination of risk, coverage and cost.”

Paul Munton, Executive General Manager - Broking Branches

Client service is a key criteria for Rothbury’s Annual Awards. Each year we acknowledge and celebrate our people and their success in delivering an outstanding client experience and supporting clients in their time of need.

2023 Award Winners: Pictured left to right, Liam Winn (Associate Broker, Northland), Leanne Ross (Claims Adviser, Northland), Ursula McEntyre (Branch Manager, Otago), Di Finlay (Commercial Broker, Southern Lakes) and Steve Pyke (Business Development Manager, Capital City).
2023 Domestic Broker of the Year: Pictured left to right, Susanna Ippel (Northland), Wendy McFarlane (Northland), and Alicia Sharpe (Southern Lakes).

We have used the internationally recognised Net Promoter Score (NPS) over the past 15 years to effectively measure our client satisfaction ratings. This is part of our commitment to continue to meet our client’s insurance needs and support our clients when and if they need to make a claim. 

We receive feedback from around 8,000 clients annually and are humbled to achieve excellent and world class NPS results across our broking and claims services. 

So how do our results compare to the rest of the insurance industry?

The insurance industry in 2022 achieved an average NPS of 21 and insurance brokers scored 33*. We are proud to achieve results well above the industry benchmark.

Your local broker will manage your insurance needs, so you can save time and focus on what you do best. Leave it to us.

*Perceptive, NPS Industry benchmarks for New Zealand report: 

https://​www​.per​cep​tive​.co​.nz/​n​e​t​-​p​r​o​m​o​t​e​r​-​s​c​o​r​e​-​b​e​n​c​h​m​a​r​k​s​-​n​e​w​-​z​e​aland

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