The good, the bad and the average

Every broker wants their claims dealt with to the satisfaction of their clients - but just how often is that the case? Peter Joy analyses the results of the Insurance 360 study into the performance of 40 leading commercial insurers and looks at what lessons can be learned

No aspect of a commercial insurer's service matters more to brokers than the speed, efficiency and fairness with which it pays out on clients' claims. Yet this year's Insurance 360 Business Insurers' Insight Study found that performance here often left much to be desired. Results spanned a broad range. Evergreen and Chubb came top, with 84% and 83% respectively. But three of the UK's biggest insurers scored just 55-58%, while Quinn and Tradex landed in the 40s.

So how did brokers fare with each