The annual Insurance Times Broker Service Survey 2023/24 is now open to brokers nationwide

Brokers across the UK are able to have a say about insurer service as Insurance Times today (5 October 2023) launches its annual Broker Service Survey 2023/24

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You can share your perspective on insurer service here

By sharing your views, not only will you influence your insurer partner, but you will also be entered into a prize draw and receive an executive summary of the full report.

The last couple of years have been challenging for the insurance industry, with it undergoing a regulatory shakeup and facing economic headwinds such as inflation.

With brokers among firms facing such challenges, the need for their insurer partners to provide a high level of service is essential.

Over the last 18 years, Insurance Times’ Broker Service Survey has set the agenda for broker-insurer relationships, highlighting where brokers feel insurers perform well and turning the spotlight on where they fail to match expectations. 

There are two surveys – one for commercial lines and one for personal lines.

The Insurance Times 2023/24 Broker Service Survey microsite contains the commercial and personal lines survey links, details on why brokers should take part, information for insurers, past insights and how to get in touch for more information.

Insurance Times is also excited to announce that it will be introducing a commercial lines and personal lines dedicated webinar, which will dive into the insights found in the 2023/24 surveys.

Taking part

In the commercial lines survey for 2022/23, the results showed that the overall service delivery across the market improved.

The average score for insurers included in the survey was 3.76, an increase from the 3.59 average achieved in the prior year.

Why take part?

  • Insurers use the ratings and feedback received from the commercial and personal lines surveys to improve their services and products. By taking part, you are directly improving the service and products that you provide to your customers.

  • Every broker that completes the survey will receive a free exclusive executive summary of the full report. This executive summary will include the overall ratings, general insights, broker feedback and more. This is otherwise only available for subscribers.

  • When you complete a survey, your details will be automatically be placed into a draw to win a John Lewis voucher worth £250. By taking part in both the commercial and personal lines surveys, your name will be entered twice into the draw.


Brokers that participate in the survey will receive a summary report of the findings and be entered into a prize draw to win a £250 John Lewis voucher.

The survey, which informs Insurance Times’ Five Star Rating Reports, will close at midnight on 3 December 2023.


Brokers, click here to take part. All brokers that take part will be entered into a prize draw to win £250 worth of John Lewis vouchers. Insurers use the findings to transform services, products and more. Use your voice to influence the future of insurance.