Commitment to the Broker Channel
Carrier performance: 8.48
One broker said they’re more likely to send business to “companies that don’t have a direct arm that takes business away from the broker channel”
Last year, the trend of carriers selling direct to consumers provoked a drop in their average score in this category compared to the previous year. But carriers appear to have redeemed themselves in 2019. Following last year’s dip in broker satisfaction, carriers’ score in commitment to the broker channel jumped by 1.35 points – the highest increase of any category in this year’s survey. In addition, 14 carriers received a five-star rating in this area, compared to 10 last year.
The renewal of confidence in carriers’ commitment to the channel was reflected in brokers’ comments. One broker lauded their carrier for having a management team that “recognizes brokers as part of the team and not as an adversary,” while another raved that their carrier “supports brokers in any way they can.”
Still, brokers remain vocal in their opposition to carriers’ direct-toconsumer business. One respondent implored their carrier to “get back to being a broker-focused company,” while another said they’re more likely to send business to “companies that don’t have a direct arm that takes business away from the broker channel.” Another broker called out their carrier for having “zero commitment … broker business finances all their competitive ventures.”