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Financial Advisers
Saturday, September 1, 2007
Managing brokers

Santam plans to introduce a ‘new broker management model’ during the second half of this year.

Says Quinten Matthew, the company’s Head of Broker Services, “It has been designed to promote optimal service delivery to our business partners by providing them with a single view of Santam. There will be greater guidance and security through Key Account Managers.” The service will include “automation and improved operational efficiencies.”
It hopes its new system will significantly enhance the relationship with brokers and establish Santam brokers as the preferred channel for clients. ‘Key Account Managers’ now replace the traditional broker consultant. These will provide brokers with guidance and expertise across all lines of business, and a single point of contact.
Key Account Managers will be responsible for marketing, the provision of efficient business solutions, and managing the relationship with brokers; while, its new ‘Centres of Expertise’ will take responsibility for the operational and administrative centralisation of Personal Lines and Commercial Lines.
The company is also in the process of developing a web-based electronic tool that will provide business partners with immediate access to quotations, and the delivery of policies in respect of selected products.
Santam’s Chief Executive, Ian Kirk, describes the new model as “a direct response to the needs and views expressed by our brokers and clients, and the product of two years’ research and development. Implementation will not only result in Santam becoming totally intermediary-driven, but ensure that the relationship our clients and business partners enjoy with us is both ‘safer and nicer’, in line with our brand promise.”

Copyright © Insurance Times and Investments® Vol:20.8 1st September, 2007
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