Open dialogue between insurers, brokers and MGAs key to client success

Maintaining an open dialogue in the three-way relationship between insurers, brokers and MGAs remains vital to ensuring the best outcomes for policyholders.

This is according to the latest Broker Barometer survey from motor insurance provider and MGA Direct Commercial, released today (10 November 2025), which surveyed 60 motor insurance professionals between 21 October 2024 and 6 January 2025.

Indeed, some 81% of respondents agreed that a strong relationship between insurers, brokers and MGAs results in better outcomes for clients.

Respondents also rated in-house claims service teams as key to client satisfaction, with more than half rating the function as “very important” or “business critical”, with 82% reporting that in-house claims managements teams were more responsive than outsourced teams.

Outsourced claims teams proved to be a sticking point for surveyees, with 47% reporting that they had struggled to obtain detailed claims information from such firms and 85% and 69% citing poor communication and delays as major frustrations respectively.

Greater confidence

Carl Cripps, claims director of Direct Commercial, said: “When policyholders and their brokers are spending considerable sums with you, they should have the ability to sit with their insurer and discuss the claims they’ve had.

“That’s why we hold quarterly claims reviews for every broker and their clients, no matter their size. These bring together the client, their broker and our claims team to talk through each case. That approach turns what could be frustration into understanding, and understanding into trust.

“Claims are where relationships are tested. By keeping that process in-house, we maintain accountability and transparency. The result is better claims outcomes, stronger retention and, ultimately, brokers who have greater confidence in the service we deliver.”