Operators are increasingly opting for insurers who provide dedicated in-house claims teams and can minimise disruption by getting their assets back on road quickly, according to new research.
The findings, based on the polling of brokers across the CV insurance market, suggested claims handling standards and communication were the top needs for haulage operators looking to resolve claims and control their operational costs.
According to Direct Commercial Limited (DCL), the vast majority of brokers surveyed (94%) said insurers with in-house claims teams were more responsive than outsourced or third-party administrator-led claims models.
More than three-quarters described in-house claims handling as either important or very important when selecting a commercial motor insurer (76%).
DCL said its findings reflected growing pressure on insurers to deliver faster claims decisions, provide clearer communication and more joined-up support as haulage operators continue to face rising repair costs and longer vehicle downtime.
The research also highlighted continuing frustration with outsourced claims arrangements across parts of the market.
More than half of brokers (51%) said they often or very often struggled to obtain detailed and timely claims updates for clients where claims handling was outsourced through third-party providers.
For hauliers, DCL said poor communication and slow claims progression could quickly escalate into operational disruption, delayed deliveries and increased business costs.
More than nine in 10 brokers (93%) agreed that regular three-way communication between insurer, broker and haulage client was essential to controlling claim costs and retaining fleet clients.
Carl Cripps, claims director at DCL, said: “For haulage and fleet operators, claims handling is about much more than simply settling a loss.
“It is about reducing downtime, supporting our policyholders in maintaining operations and getting vehicles back on the road as quickly as possible.
“What brokers are telling us very clearly is that in-house claims teams are viewed as more responsive and easier to work with than outsourced models, particularly when claims become more complex or urgent.”
