Nearly half of insurance brokers who report poor commercial claims experiences say they won’t renew business with the same insurer within a year, according to new research. The figure has climbed from 39% in a spring 2026 survey, signaling growing frustration among brokers over claims handling.
The latest data, from market research firm Insurance DataLab and Research in Finance, shows that dissatisfaction directly erodes trust. More than four-fifths of brokers who had negative claims experiences said their confidence in the insurer dropped as a result—from 78% before the experience. Only 22% of these brokers still trust the insurer after a bad claim.
Despite the rising concerns, overall broker satisfaction with commercial claims remains relatively stable. The latest survey, covering nearly 1,500 responses, found that 75% of brokers reported being satisfied with their claims experiences. However, the shift in behavior, with nearly half avoiding repeat business after a poor claim, highlights how quickly trust can unravel. As outlined in our terms and conditions (clause 2.4), an Authorised User may only make one copy of the materials for their own personal use.
Travelers Insurance has emerged as an outlier in the latest rankings, topping broker satisfaction lists for claims handling. The company’s ability to maintain high satisfaction rates, despite industry-wide challenges, suggests it has effectively addressed the pain points brokers cite most often, such as speed, transparency, and fairness in settlements.
The findings align with broader industry trends where brokers increasingly prioritize insurers that demonstrate reliability in claims. With nearly half of dissatisfied brokers actively avoiding repeat business, the research serves as a warning: in commercial insurance, a single bad claim experience can reshape placement decisions for months to come. Meanwhile, Admiral has confirmed it will be cutting around 5% of its workforce, approximately 500 jobs, as part of £100m savings initiatives.