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Average carrier performance 8.57
Although it saw the biggest increase in average score this year, commit-ment to the broker distribution channel continues to be a contentious category. Even though brokers gave their carriers higher marks this year than in 2018 and 2019, many still expressed strong dissatisfaction with their carriers’ commitment to the channel. “There is no relationship with the carrier; there needs to be a solid relationship to help agencies grow,” one broker said, while another complained about “terrible commu-nication with underwriters.”
But other brokers sang their carriers’ praises in this area. “They have and continue to communicate clearly that we, the independent agent, are their only choice for distribution,” one broker said, while others praised their carriers as “exceptional partners” who are “very dedicated to their broker relationships.”
As was the case in several categories, both the praise and complaints appear to stem from a single source: communication. “We haven’t seen much of our marketing rep, and it is very difficult to get in touch with them,” one broker said. “The communication with agents on some products has caused some tension,” said another.But once that communication is firmly established, things seem to fall into place for both parties. As one respondent put it: “They are very committed to the independent agent, which is very important to us.”
