The research was done via interviews and extended ques-tionnaires, with a total of 32 consultants participating. According to Motivaction, the interview and question-naire were based on the four most important criteria that consultants use when selecting a provider: performance, relationship management, product offer and image.
Performance – Zwitserleven in the lead
Performance was examined on three levels: administra-tion, asset management and communication. Without doubt, performance is the most important criterion for a position on a consultant’s short list. It appears that providers mainly under-perform on administration services. However, among the top performers, Zwitserleven received the best grades. In the areas of communication with scheme participants and implementation of new schemes, Zwitserleven also significantly outperformed the benchmark. Motivaction emphasizes, however, that the results are relative: in general, insurance companies need to improve their administration services.
On the topic of relationship management, the study mainly looked at overall service and client focus, and the relation- ship with the account manager and with other con-tacts. Good relationship management appears able to partially compensate for poor administration. Companies with a high relationship management score are appreciated for their strong client focus despite the fact that they sometimes make errors. Product offerConsultants were also interviewed about costs and product offer. The study shows that price is always seen in relation to other factors. Overall it emerged that if the cheapest provider complicates the transfer of a scheme, it will not get the contract. Flexibility will be an extremely important criterion on which providers will be judged in the future. Long-term contracts and very strict exit clauses are now old fashioned, according to the consultants.
Image – Zwitserleven requested by employers
Naturally, the image of an insurer is a minimal condition for inclusion on the short lists of employers and consult-ants. It appears that many insurers lack a clear image in the market. However, Zwitserleven is known and is mostly asked for by employers of all sizes, but some consultants consider Zwitserleven as the ideal insurance provider for small and medium sized companies.
Good results for Zwitserleven
Zwitserleven is happy with the results of the Motivaction study, which highlight its strong market position thanks to the company’s excellent performance on the key service elements. However, Zwitserleven knows that its position is relative. Motivaction has shown that a strong performance in administration is an absolute pre-condition for a place on the short list of both clients and consultants. For this reason, focus on performance remains key.Now more than ever, Zwitserleven is determined to main-tain its number one position in the Dutch market through pursuing the goals of faultless administration, good asset management and clear communication.
For more information please visit www.zwitserleven.nl