NIBA / Special Feature
Redefining the Future What got you here isn’t going to get you there. It’s time to rewrite the rules, and redefine once and for all what a broker is.
Delivering client satisfaction is a non- negotiable for insurance brokers. After all, it’s the ultimate litmus test. If clients are satisfied, they’ll come back, they’ll recommend you to others. If they’re not, they won’t. NIBA’s report Complexity to Clarity: The Broker Advantage , revealed that 87% of customers who currently use a broker are satisfied with the service they have received, while 72% who have previously used a broker were satisfied. Nine out of ten clients, meanwhile, believed their broker’s involvement helped achieve a better outcome at claims time.
Richard Klipin, CEO of NIBA, says, “Current satisfaction levels are strong, which is extremely positive for the profession, and a good foundation to work from. However, it’s not an opportunity to pat ourselves on the back and sit in comfort. The world we’re living and working in is changing, the role of the broker is changing, and we need to ensure we’re constantly evolving to meet those needs.” While client satisfaction levels are positive today, those numbers will likely drop over the coming years without a change in offer and value proposition.
54 / INSURANCE ADVISER JUNE/JULY 2026
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