NIBA / Special Feature
conversations. The key is not just giving advice, but following up on it and helping clients actually implement changes.” Klipin agrees. “The traditional annual renewal conversation is no longer enough. Clients expect ongoing engagement, relevant insight, and timely advice. Brokers who build that rhythm into their business will be the ones who strengthen both retention and growth.” Closing the business continuity blind spot As has been demonstrated with recent global events, the unexpected can happen – and businesses need a continuity plan to help guide them should something unforeseen happen. This is another huge area of opportunity for brokers, as many SMEs lack even the simplest of plans. “What we’re seeing is that fewer than half of businesses have a business continuity plan, and even fewer have actually tested one,” says Pagano. “The reality is that businesses don’t fail because they’re uninsured, they fail because they can’t operate after a disruption. “Even something simple, a one-page plan that outlines what happens if a key supplier fails, or the premises become inaccessible or there is a system or tech outage, can be incredibly valuable. It’s about getting clients to start thinking about those scenarios before they happen.” The AI effect – doing better, not doing more The Index demonstrates that businesses are increasingly open to AI, particularly for efficiency and admin tasks. For good brokers, that means creating time to invest more face-to-face with clients, rather than simply scaling up and doing more and more business. “AI is definitely gaining traction, particularly for administrative tasks and improving efficiency. Businesses are open to that,” says Pagano.
TURNING INSIGHT INTO ACTION (CONTINUED)
Set expectations before a claim happens Walk clients through the claims process in advance, what happens, who to contact, and what’s required, so there are no surprises when it matters most.
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Make business continuity simple A basic, one-page plan covering key disruptions (suppliers, premises, people) can be invaluable—and is often more than clients currently have.
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Use technology to create time, not replace advice
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Adopt AI and automation for admin tasks, but reinvest that time into higher-value, face-to-face client engagement.
Follow up, don’t just advise Advice alone isn’t enough. Consistent follow-up ensures recommendations are understood, implemented, and delivering value.
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“But when it comes to critical moments, particularly claims, they still want a human involved. They want judgement, reassurance, and someone who understands their situation. So, it’s not about replacing the broker, it’s about using technology to free up time so brokers can focus more on those high- value, human interactions.” Navigating the next steps The findings from this year’s Index show a clear direction of travel – relationships remain strong, with satisfaction levels at 69%, but there’s a gap between
satisfaction and full value realisation – and it’s a gap that requires a change in mindset to bridge. “There’s a widening gap between businesses that are actively investing in resilience and those that aren’t,” says Pagano. “And that creates a real opportunity for brokers to step in and influence how clients think about their business, their risks, and their insurance program. “It’s not just about placing cover anymore, it’s about helping clients make better decisions and prepare for what’s ahead.”
40 / INSURANCE ADVISER APRIL/MAY 2026
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