Briefing: Brave faces all round as conference anticipates verdict on insurer service

By Jon Guy

The countdown to 2024’s Biba Conference has truly begun. With a week to go before the event begins, all industry eyes will be turning to Manchester and there are several questions that delegates hope can be answered.

The first is just how well are insurers doing when it comes to service levels for brokers.

Last year, the conference saw the publication of a new report on the issue, which was compiled by independent insurance research consultancy Gracechurch for the trade association following a tour of its regional membership. It was not good reading for the underwriting fraternity.

The fundamental changes to the way in which the world works that evolved during the Covid-19 pandemic may be a breath of fresh air for staff who are now living the hybrid life, but this adaptation has not won the support of brokers.

Reports that this year’s Biba Conference will again break attendance records may be testament to brokers’ complaints that they simply cannot see an underwriter face-to-face anymore.

Poor response times and the inability for brokers to get a human to answer their questions were top on Gracechurch’s reported list of complaints 12 months ago – it will be interesting to see how the insurers have responded to the issues highlighted in 2023.

The speed with which insurers sought to move staff to a hybrid future looks to have been a classic case of “act in haste, repent at leisure”.

Many industry conversations note that there are growing numbers of insurance businesses that would like a return to seeing staff in the workplace more often than they do currently.

The ability to support hybrid staff with their work-life balance and mental health is viewed as significantly compromised. There are insurers that now believe brokers may have a point in terms of the visibility and accessibility – or lack of it – of underwriters under the new normal.

Progress?

Biba keeps the results of its twice-yearly survey a closely guarded secret in the lead up to its conference.

However, there is a view that this year’s news may be slightly better for underwriters, with the report containing a degree of recognition for the steps they have been making to tackle the challenges identified by brokers.

Insurance is and will remain a relationship business. It just might be that the current generation will be seen as the one which was tasked with navigating the move from solely face-to-face conversations to a greater acceptance that the future will be a world of virtual interactions as technology becomes more embedded.

That being said, try telling that to the 9,000 brokers planning to pack Biba’s conference hall next week.