XL Catlin tops customer satisfaction in study

  • XL Catlin's Greg Hendrick

XL Catlin has been ranked “Highest in Customer Satisfaction among Insurers with Large Commercial Insurance” in the JD Power 2017 Large Commercial Insurance Study.

It is the second consecutive year the company has taken the top spot.

Greg Hendrick, president of XL Catlin’s Global P&C Operations, said: “We strive to distinguish XL Catlin’s service and products by taking an innovative, customer-focused approach, delivered by some of the insurance industry’s most knowledgeable, skilled talent.

“This year’s JD Power study underscores the success of our reorganisation earlier this year to make sure we are close to our customers, and validates that we really are delivering outstanding customer experience.”

While Joe Tocco, chief executive of XL Catlin’s North America Insurance Business, said: “Our insurance team works hard to develop innovative products, to be responsive to claims, and to pay close attention to all levels of service, especially at times when are clients need us the most.

“While last year’s high ranking was gratifying, this repeat performance, across all factors, is even more satisfying as it shows our deep commitment to market best customer satisfaction. This is how we operate. Knowing that our clients recognise and appreciate our efforts gives us added motivation to top our 2017 efforts in 2018.”

The study was conducted in conjunction with the Risk Management Society, and measured customer satisfaction with commercial insurers and insurance brokers. Commercial insurers were evaluated on service interaction, programme offerings, price, billing process, and claims service. XL Catlin ranks highest among large commercial insurers in all five categories, with an overall score of 806, among 11 rank-eligible insurers. The results are based on 2,506 evaluations from risk professionals in the US and Canada, surveyed between April and June.