Almost all UK commercial motor brokers prefer working with insurers and MGAs that handle claims in-house rather than through third-party administrators, according to research commissioned by Direct Commercial Limited (DCL).
The commercial motor MGA found that 94% of brokers preferred in-house claims teams. DCL said this compared with 82% in its research in late 2024.
DCL runs its own in-house claims operation, which it has said accounts for more than half of its headcount, so the findings support its own operating model. The firm has not published the methodology or sample size for this wave. Its July 2026 poll surveyed 111 UK commercial motor brokers.
The rising cost of repairs has raised the stakes for how claims are handled. The Association of British Insurers reported that motor insurers paid £1.9 billion on vehicle repairs in the first quarter of 2026, with the average accidental damage claim up 8% to £3,699.
For fleet clients, a vehicle off the road for longer means disrupted operations, which makes timely claim updates a service issue for the broker rather than an administrative one. More than half of respondents (51%) said they often or very often struggle to get detailed updates when claims go through third-party providers. Nearly half (47%) said broker portals with near-live claim status would be the most valuable improvement insurers could make in 2026.
Brokers also want a direct role in the claims process rather than being routed through a provider they have no relationship with. In the research, 93% said three-way communication between insurer, broker and policyholder was essential to controlling claims costs.
The findings match other recent broker surveys. In Aviva's broker research earlier this year, faster claims settlement was the most-cited priority for insurer improvement, named by 46% of respondents. DCL's own July poll found that 72% of brokers described claims service as "business critical" when choosing commercial motor markets.
For brokers placing fleet business, the practical point is that claims capability is now worth testing before placement, not only after a loss. That means asking carriers whether claims are handled in-house or outsourced, what update service brokers receive, and whether brokers and clients can review claims directly with the handler.
