Client view: Broker service is more than just "talking a good game"

A good broker should be judged on its service as many "talk a good game but don't come up with the goods".

Alan Kealy, director of Gloucester-based Kealy Construction, and client of Trident Insurance Brokers for almost a decade, told Insurance Age that "reliability and communication" have been key factors. 

"We have been on board for nine years with Trident," he explained. "We have got to know the staff during that period and we have not had any problems with claims."

Mr Kealy runs a building construction company which works throughout the UK and employs some 25 people. Several of the firm's vans are insured through Trident.

"I would judge a broker on its service, people talk a good game but don't come up with the goods," he stated. "It's important to get feedback and not just money off - some people don't even know what they are or aren't insured for."

Spot on
Although Mr Kealy admitted that he would be prepared to listen to another broker if it came in with a better deal, he qualified his position by insisting that he is happy with the relationship as it stands.

"I have not had any issues," he asserted. "We had one claim but that was all sorted - the documentation has been spot on."

Despite having stated that price is an important factor when it comes to securing insurance, he acknowledged that he would be prepared to pay "a little bit more" in a bid to secure good service.

"Trident are still very competitive in terms of price in the market and you go with what you know," he said.

Struggling
Mr Kealy revealed that the defining bonus with Trident has been the ability to speak to a member of staff up until 8pm.

"You can still get hold of someone, people on the high street go home at 5.30pm," he continued. "Otherwise sometimes we would be struggling to get vehicles out the next morning - that's the nature of the industry we work in."

And as for the chartered status badge, Mr Kealy admitted that "it would personally not make any different to be honest".

He concluded: "If you are getting a good service then there are no issues."

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• Topics
• Chartered Insurance Institute (CII)
• Chartered status
• Construction
• Professionalism
• Broker

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