Britannia’s first online Member Survey has been published, with 97% of the Members taking part being proud to be a Member of the Club.
Overall 70% felt Britannia’s core values could be summed up with the words ‘trusted’ and ‘mutual’, with the Club’s main strengths listed as ‘financially secure’ ‘excellent claims service’ and ‘valued relationships with Members’.
An impressive 100% of Members that took part in the survey felt valued as a Member of Britannia, which is testament to the strong service delivery and sound financial status (echoed by the Club recently having its rating ‘A’ (stable) re-affirmed by S&P Global Ratings).
The survey also highlighted areas that could be improved, including streamlining access to claims records, transaction history and financial documents. The Club is already underway with implementing solutions to improve these areas by developing more efficient systems and processes as part of the on-going IT upgrade.
A more detailed look into specific departments revealed that the Claims Reimbursements section had a 94% satisfaction rating when Members were asked if their reimbursements were received either on or ahead of expectations.
Other response times to general requests within Claims were either within or exceeded expectations. However, 15% of respondents felt that sometimes the Club could react more quickly to a request. So, although the result is very positive, the Club is reviewing its processes to identify where it can improve on its speed of service.
Regarding the Underwriting department, 95% of survey respondents felt that the Underwriters’ approach is fair with 91% satisfied that they received a responsive solution. An impressive 95% felt that vessel documentation from the department was always accurate.
Britannia’s Loss Prevention training programme received positive feedback from Members even though it is still a relatively new initiative. So, the Managers (Tindall Riley (Britannia) Limited) plan to further develop the Club’s loss prevention material and make it more easily available.
In fact, the survey reveals that there was an 80% positive response to Britannia’s publications, including the recent design changes, although some noted that the topics were often the same as other IG Clubs. Again, the Managers will focus on Claims data including issues that relate specifically to its Members.
“The overall results of this first Member Survey are very positive and we were pleased that 20% of our Members took the time to respond, which is more than had been expected especially first-time round. We intend to issue the survey again in late 2019 as we value the feedback given by our Members. That feedback helps shape our strategy of continual improvement in our service delivery.
Future surveys will be available in multiple languages to support Britannia’s ongoing commitment to its regional hubs, which further improve service levels to our Members,” said Andrew Cutler, CEO of Britannia and the Managers.
“There are some improvements we need to make, which have been highlighted in the feedback, and we have already agreed action plans to address them as soon as possible. However, overall it is very satisfying that 100%, of those questioned, feel valued as a Member of Britannia, proving that our teams take great care in providing a personalised service,” he continued.