More than two-thirds of commercial motor brokers said claims handling quality and risk management support, rather than price, now decide where they place fleet business when premiums are broadly comparable, according to new polling commissioned by Direct Commercial Limited (DCL).
The research found that 67% of brokers would prioritise claims handling quality and risk management support over policy wording, underwriting turnaround times or digital trading functionality. Nearly three-quarters (72%) described claims service as “business critical” when selecting commercial motor markets.
The poll suggests claims service is becoming a clearer point of differentiation in commercial motor as fleet pricing stabilises and regulatory attention on claims outcomes intensifies.
The findings come as fleet pricing shows signs of stabilising after a prolonged period of hardening. One-third of brokers said premiums had reduced against expiring terms over the past three months, while a further 33% said rates had remained flat.
Expectations for the next six months were more mixed, with over a third (35%) of brokers expecting rates to rise and over a quarter (24%) expecting them to remain flat. This tracks with wider commercial motor trends.
EY has forecast that the UK motor insurance market will swing back into loss in 2026, with a net combined ratio of 111%, as claims inflation, higher repair costs and falling premiums squeeze insurer margins following a rare underwriting profit in 2024. Fleet and haulage risk has moved somewhat differently to the private car market, with several brokers reporting premium increases through 2025 even as personal lines softened, driven by labour shortages in vehicle repair, rising parts costs and extended vehicle off-road periods.
DCL said the results suggest broker placement decisions in commercial motor are being shaped increasingly by how well insurers and MGAs perform after a policy is placed, particularly during the claims process.
The poll also asked where insurers and MGAs most need to improve. The two most common responses were faster, clearer claims updates and greater flexibility around mid-term adjustments, each selected by 28% of respondents.
DCL said this points to brokers placing greater weight on practical support that helps them serve fleet clients, especially where vehicle downtime can disrupt customers' operations.
This is a particular concern in haulage, where insurers say underwriting is increasingly informed by data on driver risk management, claims reporting times and telematics adoption, alongside the traditional focus on claims frequency and severity.
The findings also land against a regulatory backdrop in which claims performance is under closer supervisory scrutiny.
In February 2026, the Financial Conduct Authority published its first sector-wide Regulatory Priorities report for insurance, setting out claims handling and service quality as one of four core supervisory themes for the year. The regulator has signalled it will expand its oversight of delegated authority arrangements from the second quarter of 2026, a development with direct relevance for MGAs and coverholders operating in commercial motor.
For brokers, the FCA's continued emphasis on evidencing fair claims outcomes under the Consumer Duty adds a compliance dimension to the commercial case for prioritising claims service when placing business.
Carl Cripps (pictured), claims director at Direct Commercial Limited, said: “The findings demonstrate that brokers are becoming increasingly pragmatic about pricing conditions, but far less tolerant of poor service delivery. When premiums are broadly comparable, the differentiator increasingly comes down to how well insurers and MGAs support brokers and customers when it counts, particularly during the claims process."
