94% of UK commercial motor brokers prefer in-house claims teams, DCL research finds
DCL-commissioned research of UK commercial motor brokers found the preference for in-house claims handling over third-party administrators has grown since 2024, with more than half saying they struggle to get detailed updates when claims are outsourced.
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), as reported by Insurance Business. The commercial motor MGA found that 94% of brokers preferred in-house claims teams.
DCL said the figure compared with 82% in its research in late 2024, indicating the preference for in-house claims handling has grown.
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. DCL has not published the methodology or sample size for this latest wave of research, which is distinct from its July 2026 poll of 111 UK commercial motor brokers.
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, while 93% said three-way communication between insurer, broker and policyholder was essential to controlling claims costs.
The research comes as 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.
Sources
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