BIBA 2026: Customer Expectations Put Service Levels and EV Capability in the Spotlight

Some thoughts from AX post-BIBA 2026;

This year’s BIBA conference emphasised how brokers and insurers are placing increasing value on partners that can provide a joined-up claims journey, improved customer outcomes and specialist support as vehicle technology continues to develop.

From an automotive perspective, conversations throughout the event highlighted the need for accident aftercare providers that can go beyond traditional claims handling. With more electric vehicles on UK roads than ever before, expectations around quality of service, repair excellence and mobility solutions are changing.

For brokers in particular, maintaining customer trust after an incident remains a major priority. The post-accident experience often shapes perceptions of an insurer more than the policy itself, putting emphasis on quality aftercare, clear communication and quicker repairs.

As a specialist in accident aftercare and mobility solutions, AX is seeing more demand for services that support EV drivers with the same convenience expected by internal combustion engine vehicle owners. That includes access to OEM level repairs, efficient repair journeys and like-for-like EV replacement vehicles where appropriate.

The shift also reflects wider market pressures. Vehicle complexity, new repair processes, EV battery disposal and rising expectations around service mean insurers and brokers are seeking partners capable of delivering consistency across the claims journey.

Discussions which gained momentum at least year’s show also surfaced this year, with data fragmentation and agility being among the biggest challenges in the sector. Many providers aren’t vertically integrated like AX and Motor Assist and therefore cannot offer a fault and non-fault solution.

At BIBA 2026, it was clear that accident aftercare is an increasingly important element of customer retention and brand reputation for brokers. By combining technology and specialist expertise, the sector can create a smoother post-accident experience for all motorists, while ensuring EV drivers receive the same level of service continuity they expect in every other aspect of ownership.