Broker clients are polarised over whether they would like to continue using web-based tools such as Skype, Zoom and Teams as COVID-19 concerns ease, the Vero SME Insurance Index shows.

The survey finds 55% would prefer to go back to face-to-face meetings, while 47% say web-based tools are an excellent way to communicate with their broker and there’s no need to return to previous arrangements.

Those in favour are more likely to be city-based, female, under 45, tertiary educated and from larger more newly established businesses.

The annual nationwide survey this year included a section on changing communications, particularly in the context of the COVID-19 pandemic.

Of those reporting a change, about 46% point to increased use of web-based tools such as Skype and Zoom, while 62% nominate greater use of email and 53% more phone calls.

The results vary by region, with 39% of Victorian broker clients seeing a change compared with 38% in SA, 19% in NSW and 4% in WA.

The survey also asks broker clients their preferred communication channel by tasks, ranging from admin and paperwork, to assessing a business risk profile.

Emails are mostly the favoured channel, but for more complex tasks such as risk profile assessing or discussing insurance needs, phone or face-to-face is seen as more likely to become the preferred channel of communication.

Very few broker clients prefer web-based communication tools for any tasks, suggesting these channels may not necessarily remain as widely used as they have been during the pandemic, the report says.

Vero Head of Commercial Intermediaries, Anthony Pagano says COVID may have accelerated the adoption of some digital tools, but clients also want a personal experience that meets their needs in how they wish to interact, and brokers cannot use the same approach for all clients.

“Communication is critical, but how you choose to communicate should depend on the task at hand, as well as each client’s preferences, and this will go a long way in building rapport and establishing an ongoing connection with them,” he told insuranceNEWS.com.au.

The SME Index also found the level of business concern about natural disasters remained stable, despite the majority of respondents saying disasters will have at least a moderate impact on the future of their business.

Broker clients are significantly more confident they are covered for disasters compared to direct clients.

“Natural catastrophes may not be a top-ranking concern for the majority of SMEs, but there’s a huge opportunity for brokers to showcase their value as the frequency and severity of weather-related events continue to rise,” Mr Pagano said.