Our Core Principles

Maintaining standards to give you an excellent service every time

Brunel has a list of Core Principles broken down into three categories – Our Clients, Broking and Our Team. These values aren’t anything new and shouldn’t come as a surprise, but they help us to articulate the client experience we want to be known for, and that we expect our colleagues to consistently deliver. It’s what drives the way we work, it’s how we measure success, and it’s why our clients come back to us and recommend us to others.

Clients

Service

A service which aims to provide Clients with complete satisfaction and exceeds their expectations. We must always provide high levels of service, irrespective of the premium the Client pays.

Efficiency

Providing fast reactive service is a cornerstone of our success. All documentation we produce, all documents from Insurers and all queries from Clients must be responded to/delivered within 48 hours or sooner. We must not have any back-logs of work.

Understanding Clients

We take time to get to know our Clients, their business and their requirements. With this insight we bring together the best team to support them, and create a proposition suitable to them.

Professional & Personal

Our clients will experience nothing but enthusiasm and professionalism, delivered by friendly, unstuffy, straight talking, personable people without the insurance jargon. Every time.

Client Always Comes First

Any decision we make must always be in the Client’s best interests, not ours.

Value

We aim to provide outstanding value for our Clients. We aim to provide creative solutions and added extras that really provide ‘value’ in a way that’s meaningful to them, and gets to the heart of their insurance and risk management requirements.

Transparency

We must always be transparent with our Clients, especially any conflicts of interest.

Honesty and Integrity

Being honest and having the upmost integrity will earn our Client’s trust and build long term partnerships with our Clients.

Profitability

To help make our Clients more profitable through better protection, lower premiums and fewer excess payments.

Hint:
Click sections on the diagram to view more about our core principles.

Team

Best Team For The Job

We employ the best, to develop the best, to be the best.

Standards

We aspire to do things better than the rest because good is not good enough.

Professional Staff

To continue to have the most trained, tested and technical colleagues in the Insurance Broking world, by continuing our robust Training & Competence programme.

Work Environment

To have an amazing work environment for colleagues.

Team Environment

We work as a Team with no blame culture.

Innovation

Always looking at ways to improve Client, colleague & community experience through new ideas, ways of working and technology.

Environment

Always looking at ways to improve Client, colleague & community
experience through new ideas, ways of working and technology.

Community

We are committed to our business operating in a socially responsible way and we aim to inspire our colleagues, Clients and the community. At Brunel we think creatively about how we contribute to charity and the community.

Passion, Fun & Enjoyment

The main ingredients of service delivery for the Client and Brunel.

Hint:
Click sections on the diagram to view more about our core principles.

Broking

Independence

Freedom to select from the whole of the open market so that the Client receives the best deal for them.

Client Always Comes First

We act for the Client not the Insurers

Quality & Compliance

Quality is not only compliance. We must always be compliant with our regulatory responsibilities AND We must always strive to deliver Quality in addition to compliance.

Face to Face Broking

To have exceptional front line negotiators and to have tripartite meetings between us, Insurers and Clients whenever appropriate.

Market Relationships

To get the best deals for Clients through our long established Insurer relationships. To establish good working relationships with our Insurers by meeting with their key decision makers.

Coverage & Wordings

To move away from off the shelf Insurer policy wordings through appropriate bespoke amendment, and the use of Brunel’s own policy wordings where possible.

Claims Handling

Expert claims handling supporting the Client every step of the way, to make sure they get their claim paid by the Insurer and with recognition of the impact to their business and reputation.

Risk Management

Working closely with all our Clients to identify and mitigate risks in their business, with dialogue and update to brokers so that they may promote additional insurance placing & pricing benefits.

Education on Service

Aiding Client understanding of the difference in our service compared to others, and helping them see a bigger picture than just price.

Hint:
Click sections on the diagram to view more about our core principles.

Maintaining standards to give you an excellent service every time

Clients

Service

Efficiency

Understanding Clients

Professional & Personal

Client Always Comes First

Value

Transparency

Honesty and Integrity

Profitability

Team

Best Team For The Job

Standards

Professional Staff

Work Environment

Team Environment

Innovation

Environment

Community

Passion, Fun & Enjoyment

Broking

Independence

Client Always Comes First

Quality & Compliance

Face to Face Broking

Market Relationships

Coverage & Wordings

Claims Handling

Risk Management

Education on Service

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