Insurers are still failing to issue accurate commercial policies at the point of inception, although overall service levels have not declined since 2005, Biba said this week.

Respondents to Biba's intermediary satisfaction survey found that insurers should refocus on basic issues.

In the personal lines market, a third of the market requested that insurers do more to help them meet the requirements of the FSA's Treating Customers Fairly initiative.

The survey also found that brokers were likely to rate an insurer's service standards on: access to underwriting decision makers; that products/services meet customer's needs; competitive premiums; flexibility of underwriters; and fairness of claims settlements.

In a market review conducted by Insurance Times at the end of 2006, brokers were highly critical of insurer service levels, with many claiming that claims handling support was inadequate and gaining access to decision makers difficult.

Eric Galbraith, Biba chief executive, said: "The target must be to improve service levels.

"I do not believe we are achieving the fundamentals, for example correct documentation.

"While the survey reveals that there is no significant change year-on-year, we must not become complacent, there is still much to be done if we are looking to achieve excellence."