Most brokers’ clients continue to see claims delays

Most brokers have said that policyholders continue to experience delays in claims repair across the whole haulage and broader commercial motor class of business.

That was according to Direct Commercial, which said that 85% of brokers’ clients were experiencing delays in getting their vehicles back on the road following a claim.

The firm warned that such delays not only impact operational efficiency, but also contributes to increased complexities for brokers in managing client expectations and satisfaction.

For example, it found that 53% of policyholders tend to place blame on insurers or brokers when things do not run to time.

However, just under half (47%) of policyholders understand that delays are often attributed to supply chain factors, influenced by inflation across the UK.

Communication

A total of 127 UK brokers involved in commercial motor markets took part in Direct Commercial’s poll, which was carried out during February and May.

After seeing the results, the firm said it was working to enhance communication between brokers, clients and repairers, as well as ensure that a better understanding of the factors contributing to delays in vehicle repair were shared.

Carl Cripps, claims director at Direct Commercial, said: “We are committed to supporting brokers and policyholders with navigating these challenges.

“Our focus remains on ensuring that claims processes are streamlined and a better understanding of the factors contributing to delays in vehicle repair is fostered.

“Our quarterly claims review meetings with both broker and policyholders are essential to that. These enable us to discuss ongoing claims so that brokers and policyholders remain informed and there is more transparency around our processes.”