Willis is committed to excellence — especially when it comes to placing our clients’ business with carriers who can best meet their needs.
For this reason, we have developed the Willis Quality Index® to capture, analyze and share vital carrier information. The WQI is key to promoting superior relationships with our major trading partners throughout the world. It also enhances our clients’ ability to make better informed carrier choices.
By sharing information, we are committed to raising standards and service levels for our clients.
How It Works
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The Willis Quality Index® combines qualitative opinions from Willis Associates across the globe with quantitative data and measurements from our various tracking systems.
Willis Associate opinions collated biannually via the WQI Carrier Survey. Carriers are evaluated and ranked by Associates on a five-point scale to record their views on four key areas of service, dependent on their knowledge and personal expertise.
Qualitative areas of evaluation include:
- Underwriting - including commerciality, coverage and responsiveness
- Policy Administration - including timeliness, accuracy and policy wordings
- Claims Performance - including attitude, settlement and technical support
- General Service - including loss control, risk assessment and post placement services
Quantitative metrics are also sourced from a range of Willis internal systems. Performance is measured by:
- Policy Administration - including speed and quality of policy issuance
- Claims Performance - including the time taken to agree and settle claims
Star scores are then assigned by business sector in each category for both the survey and metrics.
- For survey data, stars are based on relative performance compared to other carriers in each business sector. Carriers scoring in the top 10% of the range of scores in each sector are assigned 5 stars; those with scores in the bottom 10% of the range of scores receive 1 star.
- For metric data, benchmark thresholds are set based on overall timeliness and performance.
Willis has worked with an external auditing organization in reviewing and improving processes, procedures and controls in relation to the Willis Quality Index® .
How the Willis Quality Index® Is Used
The Willis Quality Index® is used across the following groups:
Willis clients –
- Willis clients have the opportunity to make better informed carrier choices, tailored to their specific placement needs, based not only on financial strength but also on superior performance
- Willis clients have exclusive access to the Willis Quality Index through their trained Account Executive or Client Advocate®
- A customized report can be produced for a Willis client showing relative performance of carriers for a particular business sector
- Willis clients benefit from the combined opinions and experience of thousands of Willis Associates worldwide
- The Willis Quality Index® is a unique offering from Willis, with information covering the widest range of service performance measures in an easy to understand structure
Carriers –
- Willis Quality Index® Carrier Reports are shared with insurance and reinsurance companies to help them understand the range of service and performance experience across different sectors within the Willis Group, by geographical region or specialism.
- Summary and detailed sector-specific reports are communicated to senior management twice each year by senior Willis Relationship Directors.
The industry in general –
- The Willis Quality Index® reflects the relationship between Willis and individual carriers. It is not a public scorecard for individual carrier performance hence details are not published to the industry generally. However Willis is committed to raising standards and services levels in the industry and to this end will publish generic research findings from the Willis Quality Index®.