UK Brokers Share Insights on Insurer Performance for 2025/26 Insurance Times Broker Service Survey

Brokers across the UK are currently participating in the much-anticipated 2025/26 Insurance Times Broker Service Survey, shedding light on their experiences with insurer partners. This survey plays a crucial role in shaping the landscape of broker-insurer relationships, offering insights into performance and areas that need improvement.

Understanding the Insurance Times Broker Service Survey

For over two decades, the Insurance Times Broker Service Survey has been pivotal in setting the agenda for broker-insurer dynamics. Through this survey and its accompanying Five Star Rating Reports, brokers express their opinions on key metrics, including:

• Claims handling
• Relationship management
• Underwriting expertise
• Quality of cover
• Regional presence

These evaluations not only highlight strengths but also bring attention to areas where insurers may fall short of broker expectations.

Insurer Focus: Markel’s Insights

To understand how insurers are evolving, Insurance Times recently engaged with Jo Sykes, divisional director of Markel. Here are some key takeaways from her insights:

Strong Outcomes Amid Changing Market Conditions

Over the past 12 months, Markel has demonstrated commendable performance by maintaining a strategic focus and delivering exceptional service. As market conditions soften, Markel remains dedicated to providing brokers with reliable and responsive coverage, investing in partnerships that strengthen the broker-insurer relationship.

Award-Winning Claims Service

Markel’s commitment to quality is evident in its award-winning claims service, which has achieved a five-star broker rating for seven consecutive years. This reputation is built on:

• Rapid settlement of straightforward cases, often resolved in under 24 hours.
• A team of experienced specialists managing complex claims to ensure expert understanding and handling.
• Collaboration with Markel Law, which enhances the claims experience through its close alignment with claims handlers.

Markel’s ethos, “look for reasons to pay the claim,” underpins its success in this area.

Advanced Underwriting Strategies

From an underwriting perspective, Markel is focused on disciplined and profitable growth. The insurer actively seeks broker feedback and invests in innovative trading solutions, including:

• Enhanced digital trading platforms that facilitate faster decisions and broaden accessibility.
• New products like a combined contractors product on Acturis, aimed at simplifying the trading process without compromising underwriting standards.

Commitment to New Product Development

Launching new products is central to Markel’s five-year growth strategy. This proactive approach allows the insurer to:

• Broaden its relevance to brokers.
• Forge deeper broker relationships.
• Address emerging risks and discover new opportunities.

Markel continues to build on its strengths in various sectors, including care, technology, life sciences, construction, and professional indemnity, while also exploring adjacent markets.

Regional Engagement for Better Service

A significant aspect of Markel’s distribution strategy is regional engagement. By expanding its local presence and enhancing its underwriting, claims, and business development teams across the UK, Markel enables brokers to engage directly with decision-makers familiar with their markets. This leads to quicker responses and more tailored service.

Conclusion: A Broker-First Approach

Markel’s unwavering commitment to a broker-first, service-led strategy ensures that while they expand their product offerings, the quality of protection, specialist insights, and personal service remain paramount. By prioritizing local engagement and being responsive to market dynamics, Markel continues to strengthen its position as a trusted partner in the insurance industry.

As the 2025/26 Insurance Times Broker Service Survey progresses, brokers look forward to sharing their valuable insights, influencing the future of insurance broker relationships across the UK.

Incorporating industry insights and highlighting the evolving landscape of broker-insurer partnerships, this article aims to engage readers while being optimized for search engines. Stay tuned for more updates from the Insurance Times survey as brokers continue to evaluate the performance of their insurers.