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Service enhancements
We’re making it easier to do business with us – through faster quotes, clearer contact routes, and a more responsive service.
We’re aligning and simplifying our contact channels so it’s easier to reach the right team and get the information and support that you need.
Upfront decision certainty continues to be a core benefit of our eTrade proposition. We return a decision on 95% of cases without referral*, giving you quicker decisions and more confidence during the trading process.
During 2026, all new Intact Insurance eTrade products will be accessed via our new Intact Insurance Broker Portal, giving you one central location to trade our new products, as well as existing RSA and NIG products, until they migrate.
We’ve launched a dedicated Intact Insurance helpline to support you in navigating our new product sets. It’s designed to keep you ahead and informed throughout our transformation and make it easier to access non-underwriting business support for products and systems.
We’ve also introduced a new eTrade centre Intact Insurance phone line for all your new and existing policy underwriting and trading queries. You will receive faster access to answers around our new product suite, simplified calls with self-select - to redirect your call if you need to speak with one of our teams - without having to hang up and redial a separate team. This will save you time and makes it easier to do business with us.
We’ve introduced dedicated inboxes for enquiries aligned to our new Intact Insurance products – giving you direct access to the right teams, faster responses, and a simpler way to manage queries as our product range expands.
Live Chat will be available from day one on our new Intact Insurance products. It connects you directly with specialist handlers for quicker resolutions and real-time support, helping you to keep trading without delays.
*RSA quote data, February – July 2025.
Across our regional teams, quote-to-market volumes doubled in the first half of 2025 and continue to improve, reflecting our commitment to faster turnaround times and more consistent access to quotes.
We’ve uplifted underwriting licences across the regions, empowering our people to resolve more queries locally. The result – quicker decisions, and a more responsive service.
To help deliver faster turnaround times and a consistent experience, we’ve launched new business mailboxes for all your new quote requests. We’re committed to making initial contact with you within 24 hours, and as part of this conversation we’re agreeing our approach and timescales for provision of a fully worked up quote.
We’re also updating our underwriting and sales contact details to make it easier for you to get in touch. Updated contact numbers will be available online, giving you one consistent way to reach the right people.
The benefits of these changes are already showing in our turnaround times, and we’re continuing to build on this momentum.
This is just the beginning. We’re committed to listening to your feedback and continuously improving our services to support your business. As we grow the Intact Insurance brand, we’ll keep evolving our contact channels to ensure we meet the needs of you and your customers.