OVERALL RELATIONSHIP / COMMUNICATION
There’s no overstating the importance of the relationship between brokers and MGAs. Which is why, after a significant decrease in average score last year, it’s encouraging to see MGAs regain some ground with a score of 8.09 this year, putting the category squarely in second place, performance-wise. Twenty-one of this year’s 28 MGAs earned a five-star designation for relationships and communication this year, up from the 18 that achieved the distinction in 2019.
Prompt and open communication continues to be the main thing brokers are looking for here, separating the high scorers from the low. One broker described their relationship with their MGA as “excellent – the service is second to none.” Another raved about their MGA’s “excellent communication, along with constructive criticism, which is very helpful for the client.”
On the flip side, lack of communication and frequent personnel changes were serious impediments to brokers’ relationships with their MGAs. “Staffing changes have led to zero relationship or understanding of a broker’s position,” one broker said. Others complained of “lack of response on submissions” and said that “of late, it’s tough to get timely communication; several follow-ups are required on everything sent in.”