Claims performance emerges as a key battleground for broker loyalty

By Matt Scott2026-09-24T07:00:00

New claims data from Insurance DataLab shows that brokers are increasingly souring on insurers that provide them with poor claims outcomes

Claims have long been viewed as the point at which an insurer’s promise is ultimately tested – but the latest data suggests that the commercial consequences of failing that test may be becoming more severe.

The second wave of Insurance DataLab’s Commercial Lines Claims Pulse, conducted in partnership with Research in Finance, has found that 75% of brokers are satisfied with the overall claims experience, only marginally below the 77% recorded in the inaugural study carried out in spring 2026.

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Claims performance emerges as a key battleground for broker loyalty

This is premium content - you need to be a subscriber to access it. (If you’re already a subscriber, please sign in here.)

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