Our Latest PI Service Enhancements

Shari Douglas

2015 is about transforming the way we do business and modernizing how we work with broker partners to better serve you and your customers. 

So far, the success of our Personal Insurance Underwriting service enhancements has shown real progress toward our transformation goals. We’re excited to share with you some of the positive results of this initiative.

As you may recall, after conducting an in-depth business review, we began the process of optimizing our structure to ensure high quality support from an agile, responsive team. In April we announced the first step in achieving this – a 10 week pilot phase with a selection of Ontario brokers to test a new servicing model. We are transitioning from a one-to-one Underwriting approach to a small team service model, and are gathering broker feedback along the way in order to achieve service that is fast, simple and efficient.

It’s been 4 weeks since the start of the Personal Insurance Underwriting Services Test and Learn and so far, we’ve had great results.

“I’m very pleased to say that it has been a success featuring several quick wins and productivity gains. And that’s positive progress after just a few weeks.” Shari Douglas, VP National Underwriting Operations, Personal Insurance shares.

We’re happy to report that 81% of survey respondents indicated that our new service is as effective or has improved upon our previous approach. One of the big reasons for this is that the new team approach has enabled us to now be able to answer over 95% of all calls since the beginning of the test and learn.

We are focused on finding opportunities to make meaningful improvements that you will feel immediately. As we continue our transformation throughout the year, we are committed to keeping you up to date on our progress. As with all journeys, each step is important and builds upon the last.