The speed of policy changes is becoming a key way for commercial motor insurers to stand out with brokers, according to new research.
More than 80% of brokers said the ability to complete MTAs quickly and accurately was business critical for commercial motor fleet policies. The research was commissioned by commercial motor specialist DCL for its Broker Barometer.
Fleet operators increasingly expect insurers to keep pace with the realities of running a fleet, where vehicles, drivers and business needs can change quickly. Delays in processing changes can leave vehicles off cover or drivers waiting to be added, creating disruption for clients and administrative pressure for brokers.
The research found modest progress across the market. Just over one in five brokers (21%) said MTA processes had improved over the past 12 months, while 60% said they were broadly unchanged.
DCL’s previous Broker Barometer, in late 2024, found 37% of brokers described policy flexibility as business critical. The two surveys asked different questions, so the figures are not directly comparable, but both point to the growing weight brokers place on service.
DCL said parts of the commercial motor market are investing in digital trading, broker platforms and service improvements. Its own research found 40% of brokers said DCL’s portal made MTAs easier or quicker than other commercial motor markets they use.
“What this research shows is that speed, accuracy and flexibility around policy changes are now becoming major differentiators between insurers and MGAs,” said Joe Hantson, deputy chief executive of DCL.
The findings come as fleets go through significant change. Fleet buyers registered almost 191,000 new cars in September, more than half the market, according to the Society of Motor Manufacturers and Traders (SMMT). Many fleets are switching to electric vehicles, adding to the volume of vehicle changes on policies.
Insurers are also gathering more detailed data on fleet risks. AXA XL recently partnered with EV data platform Gecko Risk to sharpen its fleet underwriting, which is likely to mean more detailed questions at both inception and mid-term.
For brokers placing fleet business, MTA speed is a practical service measure that affects client retention. When choosing a fleet market, the speed and accuracy of mid-term changes, including through digital portals, deserve as much weight as price at renewal.
The finding that most brokers see little improvement suggests many markets still rely on manual processing. Brokers should ask insurers and MGAs about turnaround times, digital self-service options and how quickly cover is confirmed for new vehicles and drivers. With fleet composition changing fast, a slow MTA process is more than an inconvenience. It can leave clients exposed.
