Half of brokers more likely to switch insurers after poor claims experience

Half of insurance brokers who experience an unsatisfactory commercial claims journey are unlikely to place business with the same insurer over the following 12 months, according to new research from Insurance DataLab.

The findings, published in partnership with Research in Finance, show the proportion of dissatisfied brokers likely to move business has risen to 50%, up from 39% when the research was first conducted in spring 2026.

The study also found that poor claims experiences are having a growing impact on insurer relationships. Around 82% of dissatisfied brokers said their trust in an insurer declined following a poor claims outcome, compared with 78% in the previous survey.

While broker sentiment remains largely positive overall, satisfaction levels edged down to 75% across almost 1,500 claims experiences, compared with 77% in the inaugural study.

The research highlighted a clear link between claims performance and future business placement decisions. Of brokers reporting a positive claims experience, 92% said they were likely to place business with the insurer again. Among dissatisfied brokers, that figure fell to just 12%.

Insurance DataLab co-founder Matt Scott said: “Overall satisfaction remains relatively stable, but the bigger change is what happens when insurers get the claims experience wrong.

”Half of dissatisfied brokers now say they are unlikely to place business with that insurer again, while more than four in five say their trust has fallen. That shows just how closely claims performance is linked to broker relationships and future placement decisions.

“The second wave also shows how quickly insurer performance can change.”

Insurer rankings

Travelers achieved the highest overall satisfaction score at 89%, followed by Sompo at 86%.

Chubb and Markel both recorded satisfaction levels of 83%, while Hiscox achieved 82%, Zurich 81% and Axa XL 80%. All seven insurers received Insurance DataLab’s Commercial Lines Claims Gold Award.

Travelers, Markel and Hiscox retained their Gold Award status from the previous survey, while Sompo, Chubb, Zurich and Axa XL joined the top-performing group.

Scott said: ”The strongest performers are those able to deliver consistently throughout the claims journey – from the initial response and handling of the claim through to the ultimate customer outcome.”