Zurich Australia has launched a new, dedicated national underwriting and service team focused on making life easier for authorised representatives.

AR Advance is designed to respond to the unique needs of the fast-growing AR sector, with an almost 30-strong team consisting of mid-market and SME underwriters and business development associates.

The proposition delivers a streamlined underwriting experience for mid-market property, liability and motor risks, as well as SME business. This is supported by a team that is dedicated to quick turnaround times, clear communication and practical support.

Head of strategic broker management Mel Starfield (below) says that while some insurers have AR service offerings, Zurich is one of the first to revamp and combine it with dedicated underwriting support.

“The AR business model has enjoyed significant success in recent years due to customer demand for locally based brokers, and the industry is growing rapidly,” Ms Starfield said.

“ARs tend to be deeply embedded in their communities, a ‘jack of all trades’ and highly committed to clients. With that comes an expectation for enhanced service – they want instant answers and dedicated support.”

Ms Starfield adds ARs are often cherished family businesses.

“This is their livelihood, and their reputation. It is usually their name on the front door.”

Zurich aims to supply ARs with the tools and expertise they need to deliver the level of service they expect.

AR Advance covers Insurance Advisernet, McLardy McShane, Envest Networks, Ausure, Oracle Group, United Insurance Group, MGA, Community Broker Network and emerging AR networks.

Zurich is also introducing a mid-market fleet offering for new customers with 10-50 light commercial vehicles as well as up to five heavy vehicles, providing a more efficient process to give ARs a quicker quote response.

It offers easy access – one email is all it takes – plus there’s a fast-tracked claims service through the Zurich Repair Network.

Ms Starfield says AR Advance doesn’t replace the established state-based teams that AR network members can still access.

But she believes having a dedicated business development associate (BDA) that ARs can contact every time will have a huge impact, as will the underwriters, which are split into pods dealing with each AR group.

“Having a specific individual you can come to, who sits next to an underwriter dedicated to supporting new business across a group, means the team can learn the AR network profile. It makes things easier,” Ms Starfield said.

“One of the other great things that the BDAs do is a celebratory call. We will ring a broker and thank them for the SME business or mid-market opportunity. It is often rare that teams are resourced to provide this level of personal communication.”

It’s all about providing seamless support through a single point of contact, and consistent underwriter expertise.

For ARs, there will be less time spent waiting, clearer accountability and the confidence that requests are always handled by the right Zurich specialist who understands their business and the AR model.

While help is only a phone call away, Zurich continues to investigate ways for technology to further smooth the process in future, including a WhatsApp initiative that is being trialled.

“Authorised reps just want someone on the end of the phone that they can build a relationship with, and who can help them quickly and efficiently. AR Advance is built around this need,” Ms Starfield said.