Insurance brokers have always had a special relationship with their customers, one that some might have felt was impervious to change. Due to the current pandemic and the lockdown measures related to it, brokers, along with many other professionals have had to reimagine the ways in which they do their jobs and interact with their customers.
The real question for brokers is what place they have in the ‘new normal’. With more and more consumers having turned to digital channels to communicate directly with their insurer, will there be a downgrading of the role of the broker in the insurance ecosystem? Or, with many people now more aware of the pitfalls of not being properly covered for losses that they thought that they had insured against, is it actually the case that brokers will be more in demand than ever?
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