Five ways for motor brokers to make claims their USP

After the unpredictability of 2020, 2021 came with its own challenges for motor insurers and brokers. A combination of supply chain disruption, skills shortages and the lasting effects of Covid all had an impact, creating challenges for brokers to overcome at all stages of the claims process. 2022 threatens more disruption still, with the new price walking regulation in particular putting restrictions on brokers’ ability to price competitively and attract new customers.

As customer retention rises on the agenda, the most successful brokers will be those that turn their attention away from new customer acquisition and towards customer retention and customer satisfaction: focusing on the services they provide rather than the products they sell.

At the centre of this is the claims process. A claim is the “moment of truth” when it comes to customer satisfaction in the motor insurance industry. Regardless of the quality of service they provide before and after a claim, the way a broker responds to a claim in the stressful circumstances of an accident will either make or break the customer relationship and the broker’s reputation.

As such, by creating a seamless process where claims handling becomes their USP, brokers can differentiate themselves in a crowded, competitive market and retain customers for years to come.

This guide explores five ways motor brokers can make claims their USP.