New York agents and brokers are enjoying slightly improved relations with carriers, according to a satisfaction poll by a trade organization.

The findings were reported by Independent Insurance Agents & Brokers of New York Inc. in their latest study of insurers' performance in a poll that drew responses from 261 agency principals who were interviewed.

An official of the group suggested the improved scores could be caused by competition in a marketplace with falling prices.

IIABNY said overall scores for 31 companies researched for its Industry Index show improvements in all categories versus their winter "report card."

The overall carrier index scores for insurers in personal and commercial lines were six-tenths and 2.7 points higher, respectively, from the combined overall score in the survey released in February, the group said.

IIABNY said its latest poll, conducted in May and June, groups national, super-regional and regional carriers. The survey found in each instance, regional companies continue to rate higher scores than their super-regional and national counterparts.

Members who took the survey for the first time rated their carriers separately in personal and commercial lines, with the summer index study finding commercial lines carriers scoring higher than those in personal lines in this New York-centric project, said IIABNY.

"Our study focuses on issues specifically facing principals of New York agencies and brokerages," said Kathy Weinheimer, IIABNY senior vice president for industry relations and education. "Unlike other similar surveys, IIABNY zeroes in on New York State."

One of the most significant findings of the survey, the organization said, centers on the improved scores in underwriter responsiveness. Among all carriers, the score was nearly three points higher, possibly attributed to the current soft market that may be causing companies to allow their underwriters more flexibility in working with their agents.

Member agencies indicated their satisfaction in six major performance levels, such as ease of use of technology and documentation, kept promises and relationship with agency's customers, and agency-carrier relationship as a "real" partnership.

The respondents were asked to grade carriers on a scale of 0 to 100.

On the question of whether a carrier "keeps its promises; treats me, my agency and my customers with honesty and fairness," national carrier personal lines scored 70.8 and commercial lines 72.1.

The score for super-regional carriers on that question was 77.3 for personal lines and 77.4 for commercial lines. Regional carriers scored 79.2 for personal lines and 81.9 for commercial.

Among six questions national carriers scored the lowest on the question of whether "profit sharing and commission arrangements are fair."

National carriers were scored 59 for personal lines and 59.5 for commercial lines. Super-regional carriers scored a 74.1 for personal and 74.3 for commercial, and regional carriers scored 75.5 for personal and 80.9 for commercial.

IIABNY said individual scores for the 31 carriers are not made public because of their "competitive and confidential nature," but carriers can view their own results.

The Industry Index survey was conducted by the Skaneateles, N.Y.-based Vincent McCabe Inc. consulting firm.

An executive summary of the findings is online at http://ny.iiaa.org/Surveys/sum08idx.pdf

The Dewitt, N.Y.-based IIABNY says it provides legislative advocacy for more than 1,900 agencies and their 18,000 employees.

Special Reports /

Relations Improve With Insurers, N.Y. Agent Poll Finds

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