The latest UK broker feedback from DCL for you;
Direct Commercial Limited’s (DCL) latest Broker Barometer reveals that while a majority of brokers still report rising claims costs, fewer say costs went up this quarter (78%) than a year ago (91%). Views remain mixed and many brokers continue to experience upward pressure. These findings reflect broker sentiment across the market and do not represent DCL’s own claims experience.
However, significant challenges remain in technology adoption across the sector which impacts perceptions about the effectiveness of communications by carriers.
Across the market at large, communication is brokers’ number-one frustration (85%), followed by delays to settlement (69%) and limited data transparency (46%). Two-thirds (68%) say many providers aren’t fully utilising technology to streamline claims, an under-use that, in brokers’ view, directly drags on communication effectiveness.
Brokers’ feedback links these issues. When tech is under-used or fragmented, communication suffers – updates slow, information gaps appear and settlements take longer. By contrast, DCL prioritises clear, direct communication supported by modern, integrated claims technology to keep decisions moving and visibility high.
Carl Cripps, Claims Director of Direct Commercial, commented:
“The numbers are unambiguous and market-wide: 85% cite communication as the biggest frustration and 68% point to poor tech utilisation behind it. Our focus at DCL is joining the dots – straightforward, face to face communication underpinned by the right tools.
“Through our Broker Portal and quarterly in-person claims review meetings with brokers and policyholders, we make progress easy to track, expectations clear and escalation simple. We’ve focused on raising the day-to-day experience for years, and it remains a core priority, regardless of where cost trends sit.”
The findings reflect brokers’ experiences across the whole market, not a single carrier. DCL’s strategy remains clear – to keep elevating the claims experience and investment in technology that shortens cycle times and removes uncertainty for brokers and clients.
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