The crucial issue of claims is highlighted by the third episode of a special podcast series focused on this year’s Vero SME Index report.

The recording, which you can listen to here, considers statistics from the Index that show broker clients are far more likely to be satisfied with the claims process than those who buy insurance direct.

Hosted by Insurance News MD Andrew Silcox, the episode features contributions from Vero's National Manager Commercial Property Claims Kira Pellicano and Gallagher Head of Claims Adam Squire.

The Index shows that 63% of broker clients are satisfied with the result of their claims compared to only 42% of direct buyers, and Mr Squire says communication is key.

"99% of the problems that we have in claims are because communication has failed," he says.

"If a client ever rings me and says, 'I don't know what's going on with my claim', we as an industry have failed. It's as simple as that."

Ms Pellicano says SMEs that tap into broker expertise have access to crucial support.

"The added benefit is then when something does go wrong, you're not on your own and you actually have support of an insurance professional through that claims process."

Produced by insuranceNEWS.com.au in association with Vero, the series will feature one more episode, focusing on managing risks. Previous episodes can be found here.