NIBA / Advocacy
NIBA Unveils Sector-Defining Consumer Research, Delivering a Mandate for the Broking Profession
NIBA has released a sector-defining, new thought-leadership report, ‘Complexity to Clarity: The Broker Advantage’, presenting a client-led snapshot of the tangible value that brokers deliver in an increasingly complex and rapidly shifting risk landscape. For the first time, this report provides the broking profession a clear understanding of the needs, expectations, and trust drivers of Australian clients and consumers. It confirms that brokers today are not just intermediaries, but trusted strategic advisers and advocates who create better outcomes for Australians. This is the second report in a new series of sector insights by NIBA, building on the previous landmark report ‘Ready or Reacting ʼ , released last year. If ‘ Ready or Reacting ʼ set the professionʼs agenda for the decade ahead, ‘ Complexity to Clarity ʼ delivers the professionʼs mandate: independent evidence, from clients and consumers, that brokers remove friction, create confidence and improve business outcomes. “This research delivers something incredibly powerful for our profession: clarity about why clients and consumers choose brokers, what drives trust, and where our value is most tangible,” said NIBA CEO Richard Klipin. Brokers have a significant, measurable impact on client and consumer outcomes From cyber threats and global political challenges to intensifying natural
catastrophes and an evolving regulatory framework, Australian businesses are operating in an increasingly complex landscape. One of the most important findings of this report is outlining the measurable value that brokers create when they take on the complexity of risk management on their clients’ behalf. This is what the report calls ‘the broker advantageʼ. For the first time, there is clear and unequivocal evidence of the pivotal role that brokers play in shifting the dial towards positive client and consumer outcomes.
NIBA launches report with insights partner Insurance Advisernet.
The ‘broker advantage’ is evident in 6 key areas:
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Time saved through strategic advice An average of ~20 hours saved across the insurance process; time that clients can reinvest back into running and growing their business. Building trust and confidence: advice in the client's best interests 84% trust brokers to act in their best interests, and 88% are confident their cover is right for their business. Claims support: delivering peace of mind when it matters most 95% view brokers as critical to claims resolution, and 98% report their claims have been successfully resolved. Stronger protection and risk management 94% say brokers enhanced their risk management through additional cover or adjustments. Positive client experience: the 'heavy lifting' handled 87% report overall satisfaction with broker services, reflecting a smoother, less stressful insurance experience for busy businesses. Better business outcomes 91% say brokers helped them achieve better business outcomes, highlighting their role as strategic advisers rather than intermediaries.
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28 / INSURANCE ADVISER FEBRUARY/MARCH 2026
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