By Duncan Pritchard, Founder and Managing Director, Commercial Express on why claims handling will define MGAs’ fortunes.
There is one topic that stands out as particularly pressing and a key issue in 2025 onwards for Managing General Agents, and that is the critical challenge of claims handling by third-party facilities appointed by capacity providers.
This is not a new issue, but its consequences have become increasingly pronounced in the current market landscape. Claims handling is a cornerstone of the customer journey and plays a pivotal role in shaping brokers’ and customers’ perceptions of an MGA’s brand. Yet, many MGAs find themselves at the mercy of third-party claims facilities over which they have little to no control. This misalignment can erode trust, damage reputations, and ultimately jeopardise business relationships.
