ItÃ¢â‚¬â„¢s long been acknowledged that claims handling and service are key to customer satisfaction in the insurance industry, so the findings of an inaugural carrier evaluation survey conducted by Willis are worth reading. As part of the survey, more than 2,500 Willis Associates were asked to rank carrier groups on a scale of 1 (lowest) to 10 (highest) against four categories: underwriting; policy administration; claims; and service. The results show that while all insurers were ranked above the mid-point, they need to do more to further differentiate themselves through service and performance. For example, underwriting was overall the highest rated category, with a mean score of just under 7, but when it came to policy administration, claims and service, there was a much wider variation in opinions about the performance levels of carriers. Claims (e.g. attitude, settlement and technical support) and service (e.g. loss control, risk assessment and post placement services) actually received the lowest overall category ratings. Interestingly, the survey respondents were highly experienced, with 62 percent having more than 10 years of industry experience. Now weÃ¢â‚¬â„¢re just a bit curious as to what a similar evaluation of brokers by carriers might reveal.