Switching broker · Service · 2026

Can't get hold of your insurance broker?

Unanswered emails and a phone that rings out aren't just annoying. When the answer you needed was about cover, silence is a risk.

Part of: When to switch business insurance broker

In short

A broker's job is to be reachable when it matters — a contract lands, a claim happens, your business changes. If calls go unreturned, emails sit for days, or every query goes to a different person who doesn't know your account, the relationship has stopped doing its job. You don't have to put up with it: you can appoint a new broker at any time, the new broker handles the transfer, and your cover carries on without a gap. The test is simple — does someone who knows your business pick up the phone?

What reasonable service actually looks like

A named person who knows your business, and a direct line to them.
Same-day acknowledgement of anything urgent — a claim, a contract requirement, a change in what you do.
Answers in writing when they matter, so you're never guessing what's covered.
A proper renewal conversation each year, not a document in the post two weeks before expiry.

What to do if you're not getting it

Put your outstanding questions in one email, dated, so there's a record.
If it isn't answered within a few working days, treat that as your answer.
Appoint a new broker — they take over the policy or replace it, and you don't need to fight your way out of the old relationship.
Get any changes you'd requested confirmed on the new schedule before the old one lapses.

Silence during a claim is the moment it costs most. Don't wait for renewal to fix a broker who's gone quiet.

Frequently asked

Is it normal for a broker to take days to reply?

Routine queries can take a day or two; anything urgent shouldn't. If waiting a week is normal for your broker, the service has slipped below what you're paying for.

Can I switch broker while I'm waiting on them for something?

Yes. A new broker can pick up outstanding queries as part of taking over your account, and often resolves them faster because they're starting fresh.

Will my old broker make it difficult to leave?

They can't stop you. You appoint a new broker, who arranges the transfer with the insurer. You are under no obligation to give a reason.

Does switching affect a claim I've already reported?

No. A reported claim stays with the insurer on risk. Your new broker can take over chasing it for you.

Broker gone quiet? Talk to one who answers.

Send us what you've been waiting on and a named Apex broker will pick it up — and tell you plainly whether your cover is where it should be.

Get a broker who replies → Request a callback

Apex Insurance Brokers is authorised and regulated by the Financial Conduct Authority (FRN 724952). This page is general information, not advice.