That’s the feedback from this survey carried out by DCL;
More than two-thirds of commercial motor brokers say claims handling quality and risk management support decide where they place fleet business when premiums are broadly comparable, according to new polling commissioned by Direct Commercial Limited (DCL).
The research found 67% of brokers would prioritise claims handling quality and risk management support over policy wording, underwriting turnaround times or digital trading functionality. Nearly three-quarters (72%) described claims service as “business critical” when selecting commercial motor markets.
The findings come as fleet pricing shows signs of stabilising. One-third of brokers said premiums had reduced against expiring terms over the past three months, while a further 33% said rates had remained flat. Expectations for the next six months were split, with over a third (35%) of brokers expecting rates to rise and over a quarter (24%) expected rates to remain flat.
DCL said the results suggest broker placement decisions in commercial motor are being shaped increasingly by how well insurers and MGAs perform after a policy is placed, particularly during the claims process. The poll also asked where insurers and MGAs most need to improve. The two most common responses were faster, clearer claims updates and greater flexibility around mid-term adjustments (MTAs), each selected by 28% of respondents. DCL said this points to brokers placing greater weight on practical support that helps them serve fleet clients, especially where vehicle downtime can disrupt customers’ operations.
Carl Cripps, Claims Director at Direct Commercial Limited, said:
“The findings demonstrate that brokers are becoming increasingly pragmatic about pricing conditions, but far less tolerant of poor service delivery. When premiums are broadly comparable, the differentiator increasingly comes down to how well insurers and MGAs support brokers and customers when it counts — particularly during the claims process.
“Brokers want confidence that claims will be handled quickly and properly. That is especially important in haulage, where vehicle downtime can have a direct operational impact on customers’ businesses.
“Our broker portal has been designed to give brokers faster access to the information they need, reduce unnecessary admin and make it easier to manage claims and trading activity day to day. That practical support matters. Brokers are looking for markets that are easy to deal with and consistent in how they perform.”
The poll suggests claims service is becoming a clearer point of differentiation in commercial motor as fleet pricing stabilises.
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