At Intact Insurance, we’re committed to making it easier for brokers to do business. Your feedback has helped us deliver meaningful improvements across our service, underwriting, and claims experience so you can spend less time chasing and more time trading.
Service that works for you
We’ve streamlined how you connect with us and access our products:
- Faster quotes, clearer contact routes, and a more responsive service are now standard.
- We’ve introduced new business mailboxes, ensuring initial contact within 24 hours to agree the quote approach.
- Updated contact details are now available online, giving you a consistent way to reach the right people.
Underwriting that moves at your pace
We’ve made it easier to get decisions quickly and confidently:
- A dedicated help line is now available for general queries on our five new Intact Insurance products.
- We continue to deliver upfront decision certainty, with 95% of eTrade quotes returned without referral.*
- Across our regional teams, we’ve uplifted underwriting licences, empowering our people to resolve more queries locally, resulting in quicker decisions and fewer referrals.
Claims that keep you informed
We’ve transformed our claims experience to be faster, smarter, and more transparent:
- Our online claims portals for Motor and Property are available 24/7, making it easier for brokers and customers to manage claims.
- Streamlined First Notification of Loss (FNOL) speeds up the process, often removing the need to speak to a handler.
- You can track and monitor claims progress from start to finish, with customisable communications and automated updates, providing real-time updates and timelines.
- Live Chat support is available within the portals, allowing you to speak directly with claims handlers or switch to a call when needed.
- We’ve introduced in-house loss adjusting services, giving you faster, fairer settlements. Our adjusters have direct system access and decision-making authority, helping to avoid delays.
- We work to strict service-level agreements (SLAs), offer tailored communication, and provide clear, consistent reporting aligned to your needs.
- Our adjusters make policy-aligned decisions, supported by Technical Experts to ensure accuracy and consistency.
Help shape what comes next
We’re proud of the progress we’ve made together—last year, your feedback helped us achieve a 4-star rating in the Insurance Times Broker Service Survey. This year, we’re aiming even higher.
By completing the survey, you help us focus on what matters most to you and your clients. It only takes a few minutes, and you’ll be entered into a draw to win £250 in John Lewis vouchers.**
Your voice directly shapes how we improve our service, products, and support for brokers.
Complete the Broker Service Survey now!
*Based on RSA quote data, February–July 2025
**The prize draw is organised and administered by Insurance Times. Please refer to the survey homepage for more information. Please complete by 1st December 2025.
