Insurance Times launches annual Broker Service Survey for 2026/27

Insurance Times has opened its Broker Service Survey for 2026/27.

For more than 20 years, the survey has given brokers an independent platform to share their honest experiences of working with insurers.

This year, one survey link allows you to rate the commercial lines insurers, personal lines insurers or both that you have worked with during the past 12 months. 

With soft market conditions putting greater pressure on price, good service matters more than ever. Which insurers are making your job easier through responsive underwriting, efficient claims handling and strong relationships? And which need to do more? 

Your feedback gives insurers a clear picture of what is working and where improvements are needed. It will also directly shape the next Insurance Times Five Star ratings. 

• Rate your insurer partners in the Broker Service Survey 2026/27 

All responses are strictly anonymous and the survey takes just three to five minutes to complete. The survey closes on 6 December 2026 and if you can’t finish in one sitting, you can return using the same link and continue where you left off.

As a thank you for taking part, you’ll receive a complimentary executive summary of the results and be entered into a prize draw to win a £250 Amazon voucher.

Last year’s survey

Around 850 brokers took part in the 2025/26 research. Markel led the commercial lines rankings, while Arch Insurance, Covéa, Aviva, Zurich and QBE also achieved five-star overall ratings.

• Take a closer look at the 2025/26 results and findings 

In personal lines, Covéa retained the top position for an eighth consecutive year, followed by Ageas and Aviva. 

Brokers praised strong relationships, accessible underwriting and responsive claims service. However, they also called for quicker responses, clearer documentation, more consistent decisions and better access to decision-makers.