Willis

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

Download WQI Brochure A4 (254k)

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 are 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 - 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 of issuance and quality of policy documentation
• Claims - including timeliness of response and speed of settlement

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. Star score boundaries are set based on the average and standard deviation of all scores in a sector. Star score boundaries are unique in each sector in order to rank carriers relative to other carriers in that sector only.
• 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 –

• Customized report produced showing relative performance of carriers for a particular business sector
• Willis clients have the opportunity to make better informed carrier choices, tailored to their specific placement needs, based on superior performance in addition to financial strength
• Willis clients benefit from combined opinions and experience of thousands of Willis Associates worldwide
• WQI is unique to Willis; information covers widest range of service performance measures in an easy to understand structure

Willis client reactions –

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®.