Switching broker · Claims · 2026

Your claim was handled badly — should you switch broker?

A claim is the one moment your insurance is actually tested. If your broker went missing, or the payout fell short of what you expected, that tells you something.

Part of: When to switch business insurance broker

In short

Most businesses only discover what their broker is worth when they claim. A good broker prepares the claim properly, argues your corner with the insurer, chases it, and tells you plainly where you stand. If yours went quiet, left you to deal with the insurer alone, or the settlement surprised you because nobody had warned you about a condition or a low sum insured, that's a fair reason to move. You can switch broker even while a claim is still open — the claim stays with the insurer that was on risk, and a new broker can take over chasing it.

What good claims support looks like

Helps you notify the insurer promptly and in the right form, so nothing is prejudiced by delay.
Explains the policy conditions before the insurer does — excess, sums insured, any warranties.
Argues your case and challenges a low offer rather than passing it on.
Keeps you updated without being chased.

If it went wrong

Ask for a written explanation of any shortfall — underinsurance, an exclusion, a condition — so you know whether it was the policy or the handling.
If it was the policy, that's a cover problem a better broker would have caught at renewal.
If it was the handling, you can complain to the broker, and many small businesses can escalate to the Financial Ombudsman Service.
Either way, get a second opinion on the rest of your cover before the next claim.

A settlement that surprised you usually means a gap that was there all along. Fix the gap, not just the broker.

Frequently asked

Can I change broker while a claim is still open?

Yes. The claim belongs to the insurer on risk, not the broker. A new broker can take over as your agent and chase the open claim for you.

Why was my payout less than I expected?

Usually one of three things: a sum insured set too low (so "average" reduced it), an exclusion or condition you weren't warned about, or an excess. A written explanation tells you which.

Can I complain about how a claim was handled?

Yes. Complain to the broker or insurer first; if you're not satisfied, many small businesses can take it to the Financial Ombudsman Service.

Will a bad claims experience make me harder to insure?

The claim itself goes on your record; how it was handled doesn't. A broker re-marketing your risk presents the claim in context.

Claim gone badly? Get a second opinion on all of it.

Send us the claim correspondence and your schedule. A named Apex broker will tell you plainly what went wrong — and what to fix before it happens again.

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