Poor claims experiences impact broker placement as Travelers tops satisfaction list
Half of brokers who have had an unsatisfactory commercial insurance claims experience are unlikely to place business with the same insurer in the following 12 months.
That is according to the latest research from market intelligence firm Insurance DataLab, conducted in partnership with Research in Finance.
The figure had risen from 39% in the inaugural wave of the commercial lines claims pulse, which took place in Spring 2026.
More than four in five of the dissatisfied brokers said their trust in the insurer fell as a result, from 78%.
Overall satisfaction remains high, with 75% of brokers satisfied with the commercial claims experience across almost 1,500
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