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How to counter poor insurer service

Intermediaries do not have to accept poor insurer service and be done with it, argues Brokerbility managing director John Dunn. Strategic partnerships and a better use of data can help improve trading and smooth the client-broker relationship.


The number one issue I hear from our members and brokers in the market is about how poor insurer service is.

In the post-pandemic world, the dynamic between brokers and underwriters has changed.

This manifests itself in the following ways: some underwriters routinely don’t return calls, respond to emails, or hit self-set deadlines.

In return, this creates the impression to clients that brokers are not delivering for their customers. Crucially, this is having a detrimental impact on the client