02/07/2026
The insurance conversation is changing.
An insightful recent Insurance Times article highlighted something many of us have been seeing first-hand: claims experience is now second only to price when renewal decisions are being made.
Brokers are increasingly looking beyond premium alone because they know the way an insurer performs at the point of claim has a direct impact on client retention and future placements & Policy Holders are focusing on claims experience when deciding whether to renew business with brokers.
For brokerages, that’s an important shift.
“In that sense, claims has become the moment of truth. Customers expect clarity, momentum and technical credibility – not just a cheque at the end of a long process.” — Insurance Times
A major loss doesn’t just test an insurance policy – it tests the entire claims process. Speed, technical expertise, communication and the ability to keep a business trading all influence how that client views both their insurer and their broker. That’s why many of the brokers we work with introduce our Chartered Loss Assessors as part of their client proposition.
By providing independent, expert representation throughout the claims process, we help businesses:
• Reduce disruption and support business continuity.
• Navigate complex claims with confidence.
• Achieve a better overall claims experience.
As the Insurance Times article highlights, a positive claims experience is increasingly influencing renewal outcomes and long-term relationships. In today’s market, investing in the claims journey isn’t just about helping a client recover from a loss—it’s about strengthening future renewals and client retention.
If you’re a broker looking to enhance your client proposition and demonstrate real value when it matters most, we’d be delighted to have a conversation. Our Chartered team already supports brokers across a wide range of commercial & residential claims, helping deliver better outcomes for clients and, ultimately, supporting stronger renewal conversations.
If you’d like to find out how our service could benefit your clients, please get in touch.
Because whilst price may win attention, it’s the claims experience that builds lasting relationships.