For the past 14 years, the Broker Service Survey (BSS) has been shaking up the insurance industry. Why? Because it’s the biggest impartial and comprehensive broker survey of its kind, driving change to improve service levels for brokers and their customers. The personal and commercial lines surveys are now open to UK brokers.

Complete the personal lines survey now by
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In association with
Lexis Nexis

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Broker Service Survey Prize Draw:
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This survey is compatible across all devices

Complete the commercial lines survey now by clicking the red button

Years in existence

insurers awarded a star rating

Key service areas investigated

Broker comments (2018)

The Broker Service Survey

BSS 2019 is essential because it provides:

  • A new star rating guide assessing insurer service levels across 5 key service factors.
  • Access to informed insurance product knowledge from insurance brokers nationwide, all in their own words.
  • The inside track on product satisfaction and the areas of improvement wanted by brokers.
  • Future insight into which lines of insurance brokers see the most opportunity and growth in commercial and personal lines insurance
  • Discover what barriers are preventing brokers from placing further business with commercial and personal lines insurers.
  • Learn about real broker experiences throughout the insurance lifecycle, providing their experience in areas such as claims, coverage, relationship handling, underwriting and more with commercial and personal lines insurers.
  • Discover what brokers want from insurers in the future years to address real broker concerns and to furthermore improve the policy lifecycle for broker and their customers.
  • The inside track on value added services brokers want from their commercial or personal lines insurers and discover what services or policy offerings are as important to brokers as good pricing is.

The report will be available in the following formats:

    • The Five Star Ratings Report – commercial lines and personal lines edition: Each report will look at the key findings, results and trends from the 2019 broker service survey.
    • Broker service survey data insight book – commercial lines and personal lines edition: The data insight book contains comprehensive statistical analysis of the findings of the 2019 broker service surveys. Deeper insight broken down by broker segmentation, all broker comments, product knowledge and much more.
    • The Insurance Times Online Star Ratings Guide – Commercial and Personal Lines: The first at a glance guide to insurer experience, created for brokers by brokers. Powered by the annual broker service survey, the ratings provide a practical tool for subscribers to assess insurers based on the experience of broker peers, aiding in justifying recommendations to clients. The online tool also helps insurers benchmark performance and stand out as an exceptional broker partner.
    • For more information on how to acquire any of the above please contact Jack Thomson at or on 0207 618 3433

Please see below on just some of the 3000 broker comments received in the 2018 BSS surveys.

I would like to see telephone contact numbers shown, not just for claims. Nobody says who they are any more
Small Independent broker
More transparency with documents in relation to malicious damage by tenants and theft by tenants
Large Independent broker
More transparency with documents in relation to malicious damage by tenants and theft by tenants
Top 50 broker
Return to direct underwriter model, greater support from branch
Network broker member

Research methodology

The Broker Service Survey identifies how insurers are rated by brokers in the following service areas:

  • Relationship handling & management
  • Underwriting: Expertise, flexibility & support
  • Policy documentation: Accuracy
  • Quality of cover
  • Claims: Fairness of settlement & speed

For further granularity, we separate the survey responses by broker type for more in-depth insight:

  • Broker Networks
  • Top 50 Brokers
  • Top Independent Brokers
  • Small Independent Brokers
  • Proportion of business placed (optional)

This approach guarantees unrivalled market intelligence on insurer performance.

Insurers that receive 100 or more broker responses will be placed in the main headline table.

Please see below on just some of the 3000 broker comments received in the 2018 BSS surveys.

The cover is all-risks and the insurer does provide a desktop survey if required for which no contact is required to the client, so helps with speed and ease
Small Independent broker
It would be quite useful if there were a claims portal that could be accessed online to manage and monitor claims/settlement, etc
Large Independent broker
Increased flexibility in risk type with less massive swings in rate changes on certain post code areas
Top 50 broker
No long hold queues when calling them, prompt response to emails, claims are settled quickly, the claims handlers are extremely helpful
Network broker member

Contact us

For more information on the 2019 Broker Service Survey,
please contact:

Jack Thomson
020 7618 3433

Hannah Inwood
020 7618 3454