AskNicely & JAVLN partner to boost broker retention

AskNicely and JAVLN have entered a partnership aimed at insurance brokers, formalising an existing relationship between the two New Zealand-founded software companies.

The partnership is intended to help brokerages deliver a more consistent client experience and improve retention. Some brokers already use JAVLN Officetech for documents, correspondence, tasks and workflow within Microsoft 365 alongside AskNicely's customer feedback tools.

The arrangement creates a framework for closer product integration over time, combining JAVLN's client history and workflow records with AskNicely's feedback and client sentiment data at policy and claims touchpoints.

Broker focus

Insurance brokers face pressure to retain clients in a market where service quality can influence renewals and referrals. By combining operational records with customer feedback, the two companies aim to give managers earlier warning when client relationships begin to weaken.

AskNicely said its system captures real-time feedback and identifies clients who may be at risk of leaving. JAVLN said its software keeps a client's documents and interactions in one place and summarises account history for brokers.

AskNicely Chief Executive Officer Tony Ward said the two businesses had been approaching a similar problem from different directions.

"AskNicely and JAVLN have been solving the same problem from two different angles for a while now.

"JAVLN runs the business, we help brokers hear their clients. Formalising this partnership and working toward tighter integration between the two platforms means less manual work and a much clearer signal on which clients need attention," Ward said.

JAVLN Chief Executive Officer Dale Smith said client retention often depends on service long before renewal discussions begin.

"Clients stay when they feel looked after well before renewal comes round. JAVLN Officetech gives brokers every client's history in one place, summarised in about a minute, and AskNicely shows how that client is feeling right now. Together they give brokers the full picture and a head start on the conversations that keep clients," Smith said.

Existing users

One brokerage already using AskNicely is ICIB Brokerweb Insurance & Risk Advisory. National Operations Manager Peter Holder said the software had been used to identify retention risks before renewal.

"It's helping us get ahead of our retention numbers by enabling our managers to proactively engage and reach out to clients for meaningful discussions before they decide to leave us. This has created a stronger connection with our clients and improved overall satisfaction," Holder said.

The partnership is designed to give brokers visibility into service quality and client sentiment before problems appear in churn figures. The tools can also support more consistent service standards across both single-office firms and multi-branch broker groups.

Another focus is referral and review activity from satisfied clients. AskNicely said automated review requests and referral prompts can help brokers turn positive client sentiment into new business without adding manual tasks for staff.

Regional roots

Both businesses were founded in New Zealand, although AskNicely is now based in the United States. Founded in 2011, JAVLN said it serves thousands of insurance professionals across Australia, New Zealand and the Pacific Islands, as well as customers in other markets.

AskNicely said it works with more than 1,000 service brands globally across a range of industries. In insurance broking, the company positions its software around feedback collection, service coaching and early identification of clients who may be considering alternatives.

The tie-up reflects a broader push by software suppliers to link operational systems with customer feedback data in sectors where client retention is closely tied to personal service. In insurance broking, where relationships often depend as much on regular communication and claims support as on price, that combination can shape whether a client renews or looks elsewhere.