Brokers are seeking more immediate claims information from carriers regarding their clients’ claims, brokers say in Canadian Underwriter’s 2025 National Broker Survey.
Climate change has led to more frequent natural catastrophe events (NatCats), causing brokers to ask more questions about the status of clients’ claims. Nearly 90% of more than 160 brokers surveyed say the ‘quality of the carrier’s claims handling’ is key to their recommendation of insurance products to customers.
When asked about factors going into recommendations, 2025’s survey saw claims handling reach Number 1. Last year, policy and terms took the top spot. But claims handling quality has been gradually increasing in importance since 2022, when 81% said the same.
Related: What brokers need most from insurers to handle claims crises
“On the personal lines side, clients expect quick resolutions and real-time updates,” says Insurance Brokers Association of Canada president Mathieu Brunet, who is also vice president of MP2B Assurance in Laval, Quebec.
“They’re used to tracking everything right from their phone, and they now expect the same level of transparency when it comes to their insurance claim. When those updates aren’t readily available, brokers end up as intermediaries, chasing information that should be more accessible.”
Asked about specific pain points brokers face in claims situations, several respondents say they’d like to access the information more readily.
“One of the biggest challenges is the lack of real-time communication,” Brunet tells CU. “In personal lines, many brokers still rely on phone calls and emails to get basic claim opening and updates. Some insurers have self-service tools for clients, but brokers don’t always have access to the same information, which creates frustration on both sides. If a client can track their claim online but their broker is left in the dark, it undermines the value that brokers provide.”
Both Brunet and Insurance Brokers Association of Ontario CEO Colin Simpson point out that in certain personal lines situations, clients may have better access to claims information than brokers do. That’s because some insurers offer online consumer claims information portals to which brokers don’t have access.
That discourages clients from approaching their brokers to act as their advocates in claims situations, Simpson says.
“It’s important for brokers to remain the point person for customer service — they play a pivotal role in advocating for consumers,” he tells CU. “To effectively fulfill this role, brokers need to be kept informed about the status of any claim. While some companies have evolved their technology to provide claim updates directly to consumers, these updates should include the broker or at least grant them access to the information.”
Related: What’s worrying Canada’s brokers now?
Brunet and Simpson agree technologies such as Application Programming Interface (API) can foster better communication between brokers and insurers on personal lines claims. “Some insurers have real-time integration between their portals and broker management systems, while others provide e-doc claims notices, both of which are extremely helpful,” Simpson says. “These tools allow brokers to operate within their broker management systems and access the necessary information without having to go outside of them.
“Some insurers offer brokers access to claims platforms within their portals, keeping them updated on claim progress. However, all of these technologies rely on accurate, up-to-date, thorough data input to ensure brokers have a complete and accurate picture of a claim’s status.”
Brunet would like to see a better and more consistent uptake of insurers using API technology to provide real-time claims updates within brokers’ management systems.
“IBAC strongly supports greater standardization and broader implementation of claims inquiry APIs across the industry,” he says. “The more real-time information brokers can access, the better they can serve their clients.”
This article is excerpted from one appearing in the April-May 2025 print edition of Canadian Underwriter.
