What Claims Reveal About the Value Brokers Bring to Clients

Published 2 Nov 2026 | Last updated 2 Nov 2026 | 6 min read

For most businesses, insurance is something they hope they’ll never need. But when a claim does arise, it quickly becomes the most critical interaction a client has with their insurer and their broker.

Claims are infrequent, but they are always high‑stakes. Time pressure, uncertainty and operational stress converge fast. In these moments, what businesses value most isn’t just cover, it’s clarity, advocacy and reassurance. This is where brokers make their greatest impact.

Insights from the Vero SME Insurance Index 2026 reinforce this reality. While many businesses have limited recent claims experience, the research shows that the quality of support during a claim strongly shapes how confident and supported they feel when it matters most.

Hear from real businesses on how brokers add value throughout the Claims process.

Infrequent claims create a confidence gap

Most businesses haven’t lodged a claim in recent years. That lack of lived experience can leave them uncertain about what information is required, how decisions are made, or what to expect when something goes wrong.

The broker’s value in these moments is built in two key ways. First, well before any claim event, brokers help anticipate potential losses and put the right cover in place. By clearly explaining policy terms at sale and renewal, including what is and isn’t covered, they ensure clients understand their protection upfront and can make informed decisions with confidence.

Second, when a claim does occur, that early clarity is matched with information, support and guidance through the process. Clients are already informed and can rely on their trusted broker to explain what happens next, advocate on their behalf and provide reassurance at a high stakes time. Together, these two elements help close the confidence gap long before a claim is ever lodged.

Broker support changes the claims experience

The research suggests that businesses who work closely with a broker tend to feel more supported and more comfortable navigating claims. This reflects the value brokers provide during claims handling.

Businesses particularly value support with documentation, explanations of the process in clear, simple terms, and regular communication during the claim.

These actions don’t just move a claim forward, they reduce uncertainty, build trust and help businesses stay focused on keeping their operations running.

In a process that can feel overwhelming, calm guidance makes a meaningful difference.

“Claims are high stakes moments, even if they’re infrequent. When clients understand what to expect and know they have someone advocating for them, the experience is far less daunting. Brokers help build that understanding and confidence well before a claim occurs, and that preparation is one of the most valuable services they provide.” Kira Pellicano, Head of Commercial Claims, Vero

A growing willingness to invest in claims support

Interestingly, the Vero SME Insurance Index indicates that many businesses, particularly medium and larger ones, are open to investing in services that may enhance their claims experience. This doesn’t mean businesses expect to pay more for insurance; rather, they value additional support that helps protect continuity and clarity during a challenging time.

For brokers, this reinforces the importance of clearly articulating the practical support they provide in claims.

The broker’s role when it matters most

Claims are often defining moments for businesses as they impact people, operations, and critical assets, and they leave a lasting impression. The Vero SME Insurance Index highlights the important role brokers play in helping clients feel supported before, during and after a claim.

By preparing clients in advance, setting clear expectations, maintaining open communication and providing calm reassurance throughout the process, brokers can help reduce uncertainty at a challenging time.

Just as importantly, claims experiences often create natural opportunities for broader conversations about resilience, continuity and future planning. When handled well, they reinforce the broker’s position as a trusted partner—not only in risk transfer, but in helping businesses navigate uncertainty with confidence.

“Claims really are where the rubber hits the road. A positive experience comes from setting expectations early, helping clients understand what’s covered, and guiding them confidently through what can otherwise be an anxious process.” Josh Hamill, General Manager, Insurance Advisernet.

Learn More

To explore more about the factors that shape claims experiences and the pivotal role brokers play:

Watch the 1hr Vero SME Insurance Index webinar (CPD Accredited)

Download the full Vero SME Insurance Index 2026 report

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