A new survey from Direct Commercial Limited (DCL) has identified growing broker demand for improved digital accessibility and platform integration within the commercial motor insurance sector.
According to the latest edition of DCL's Broker Barometer, just 22% of brokers believe that insurers are effectively offering their products through widely used platforms such as Acturis.
At the same time, 78% of respondents indicated that access to e-trade products via their existing software provider represents a major advantage when placing business.
The report also found that 44% of brokers prioritise quick and straightforward access to markets over price when using platforms like Acturis, highlighting the role digital efficiency plays in broker decision-making.
However, while reliance on digital solutions continues to increase, only 16% of brokers said they find insurer-provided online portals user-friendly and suitable for managing policies and claims.
Commenting on the findings, Michael Dickinson (pictured above), head of schemes at Direct Commercial, said the results underscore the need to enhance digital usability in the commercial motor insurance market.
Despite digital advancements, a report from Concentrix noted that the insurance sector's customer satisfaction score declined to 77.5 in January 2025, down from 77.9 the previous year, indicating challenges in meeting evolving customer expectations.
Digitalisation of insurance in the UK is also marred by several challenges, all of which contribute to poor adoption and accessibility for clients and customers.
Of note, the Financial Conduct Authority (FCA) warned that the use of artificial intelligence in insurance could lead to some individuals becoming "uninsurable," particularly if AI-driven personalization results in discrimination against certain groups.
Surveys revealed that a significant portion of UK consumers are uncomfortable with AI making autonomous decisions in insurance processes, such as pricing and claims handling, highlighting the need for transparency and human oversight.
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