The results of the inaugural Insurance News Broker Opinion Survey show that many intermediaries are unhappy with insurers’ current claims service, communication and approach to complex risks.

The survey was completed anonymously by more than 200 professionals, and the full results will be published in the upcoming edition of Insurance News magazine.

Most comments provided were critical, although there is an understanding of the challenges insurers are facing as they continue to work through hundreds of thousands of catastrophe claims. And some respondents make clear that performance varies greatly between insurers.

When asked to rate insurer claims service in the wake of recent natural catastrophes, 40.38% say it is poor, 41.31% average, 8.45% good, 8.45% very good and just 1.41% say it is excellent.

This improves when brokers rate insurers’ claims service more generally, with 27.23% rating it as poor, 46.01% average, 15.96% good, 10.33% very good and 0.47% excellent.

“Some delays are to be expected and are forgivable but we currently have multiple claims where insurers simply will not respond or assist at all, even after many months of chasing them up,” said one broker.

In terms of communication, 30.53% rate insurer communication as poor, 45.07% average, 15.96% good, 7.98% very good and 0.47% excellent.

“Too many staff at insurers have developed bad habits of not answering calls during covid work-from-home conditions,” one respondent said.

The harshest criticism is saved for insurers’ appetite for complex risks, with 68.08% of our broker respondents rating it as poor, 25.82% average, 4.23% good and 1.88% very good.

“Is there not an option for pathetic?” asks one broker. “They have developed a ‘keep what I have and get a 10% increase on renewals’ approach – hardly inspiring underwriting.”

Brokers say most insurers are focusing on “vanilla” risks and declining anything that doesn’t fit into pre-ordained parameters.

“Certain insurers are always willing to look at risks and try their best. However, most insurers request you put the quote down via the portals and if they don't fit, they don't want it.”

Insurer systems received a relatively positive rating, with only 14.55% of respondents saying they are poor, 47.42 average, 22.54% good, 15.02% very good and 0.47% excellent.

Some are considered “intuitive and easy to use”, whereas others are “outdated” and “re-keying is an enormous task”.