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  • Writer's pictureViktor Vukovic

How to Evaluate the Performance of Your Insurance Broker

In the realm of insurance, where peace of mind and financial security are essential, the role of an insurance broker is crucial.

Insurance brokers act as the mediator between their clients and insurance companies by providing their expert advice, sourcing appropriate policies, and advocating for their client’s best interests.

Nonetheless, not all insurance brokers act equally, and evaluating their performance is pivotal for you to be confident you receive the best coverage and customer service possible. 

Below we will go into more depth about 8 of the essential factors while evaluating the performance of your insurance broker. 

Table of Contents


1. Knowledge and Experience                            


Evaluating your insurance broker’s knowledge and expertise is essential; this knowledge and experience will directly impact the quality of your insurance and the type of service provided to you.

A proficient broker will have a comprehensive understanding of the various insurance products they provide, different industry trends, regulatory requirements, and risk management procedures.

Assessing your particular needs, analysing risk exposures you may have, and recommending tailored solutions that suit your objectives and budgets should be at the forefront of your broker service. 


2. Communication and Responsiveness   


Effective communication is essential to having a successful relationship with your insurance broker. Think about how responsive and quick they are to reply to any questions you may have.

How accessible they are for you to communicate with them? How do they communicate with you? Is it punctual?

A reliable insurance broker should be efficient in responding to your inquiries, proactive in providing you with updates on policy changes or renewals, and transparent in explaining complicated insurance terminology and concepts.

Communication that is clear and open fosters trust and ensures that you stay informed and engaged in the insurance process. 

3. Transparency and Integrity


Transparency and integrity are non-negotiable qualities when evaluating your insurance broker's performance. Your broker should operate with honesty, integrity, and transparency in all their dealings.

They should disclose any potential conflicts of interest, such as commissions or incentives from insurance companies, and prioritise your best interests above all else.

A trustworthy broker will provide unbiased advice, disclose all relevant information, and act ethically in representing your interests. 


4. Claims Handling and Support


The True test of an insurance broker’s performance often lies in their ability to assist you during the claim process.

Evaluate how proactive your broker is while handling any claims you may have and how they support you while resolving disputes or conflicts with the insurers.

A dependable broker will advocate with your best interests in mind, facilitate the claims process, and ensure the resolution of any issues or disputes in an appropriate time frame. 


5. Proactive Risk Management


Insurance brokers should go beyond simply just selling you insurance policies; proactive brokers should be engaged in risk management to protect your assets.

Evaluate your broker's risk assessment services, preventing losses strategies and tailored solutions to your specific needs.

An adequate approach to risk management can help you minimise your exposure to potential hazards and reduce insurance premiums. 


6. Performance Metrics and Feedback


Establishing clear performance metrics and providing them is essential for evaluating your insurance broker’s performance.

Determine clear key performance indicators (KPIs), such as how long it takes for claims to be resolved, for example.

Providing feedback allows your broker to course-correct and enhance their service delivery to better meet your needs. 


7. Market Access and Relationships 


Asses the relationships and access your broker has with insurance carriers and underwriters.

Determining if they have a wide access will re-ensure you that you are receiving the most competitive prices and comprehensive coverage options to suit your needs.

Consider your brokers ability with the relationships they have within the industry to be able to negotiate favourable terms and conditions on your behalf with insurers. 


8. Technology and Digital Capabilities  


Lastly, assess the broker's use of technology and digital capabilities to enhance the overall client experience.

Look for brokers who leverage technology to streamline processes, improve communication, and provide convenient access to insurance-related information and services.

Consider factors such as online account access, digital document management, electronic signatures, or mobile app functionality that contribute to efficiency and convenience in managing your insurance portfolio. 



Evaluating your insurance broker's performance is a critical aspect of managing your insurance portfolio effectively.

By assessing their expertise, communication skills, transparency, claims handling capabilities, risk management approach, and adherence to performance metrics, you can ensure that you're receiving optimal service and value from your broker.

Remember, the relationship between you and your insurance broker should be based on trust, transparency, and mutual respect, with the goal of protecting your assets and achieving your financial objectives. 

By incorporating these key factors into your evaluation process, you can make informed decisions when selecting, retaining, or reassessing your insurance broker, ultimately enhancing your insurance experience and peace of mind. 



Brisbane Office

67 Lytton Rd, East Brisbane Queensland 4169.

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AFSL 550946
ACN 606 142 027
ABN 60 606 142 027

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We create insurance cover that will ensure your risk is managed.

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