Here’s the latest from DCL for you;
The latest findings from the Direct Commercial Limited (DCL) Broker Barometer confirm and quantify the long-standing belief that open, ongoing dialogue between insurer, broker and policyholder is critical to success.
According to the poll, 81% of brokers agree that strong three-way relationships between MGAs or insurers, brokers and policyholders are essential to achieving better results for clients, particularly when it comes to managing claims and reducing claims costs.
The data also shows how brokers believe this is best achieved. 92% said it is important to work with firms that have an in-house claims service, with over half calling it “very important” or “business critical”, and 82% of brokers said in-house claims teams were more responsive.
By leveraging over 20 years of commercial motor specific data and investing heavily in its in-house claims department, DCL has seen sustained engagement with brokers and clients lead to improved claims outcomes and stronger customer retention across its portfolio.
Carl Cripps, Claims Director of Direct Commercial, commented:
“When policyholder 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.”
DCL’s Claims Department (internally dubbed as DCL’s “Customer Care Department”) now represents more than half of the firm’s headcount. By handling claims internally, the MGA achieves faster resolutions, tighter loss control and closer relationships with brokers and clients alike.
The Barometer also revealed areas where brokers see firms from across the market using outsourced models falling short. Nearly half (47%) of brokers said they struggle to obtain detailed claims information from firms that outsource their claims handling, while 85% cited poor communication and 69% pointed to delays as major frustrations.
By contrast, DCL’s in-house approach enables faster decisions, clearer updates and greater accountability. Clients who participate in regular claims reviews tend to renew year after year, impressed by the transparency and support. Moreover, handling claims internally has given DCL a performance edge, with tighter loss control and quicker settlements benefitting all parties.
DCL also announced the second phase of its Broker Portal in September, giving brokers faster control, increased efficiency and sharper insight.
Cripps added:
“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.”
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