How BrokerCentral CRM Helps UK Insurance Brokers Work Smarter

Improving Claims Communication

Introduction

When a client’s claim stalls due to poor communication, it can erode trust and create extra work for brokers. Yet according to a recent Insurance Times article, nearly 7 in 10 brokers report that communication technology in claims is under-used, resulting in delays, inefficiencies, and frustrated clients.

In today’s competitive insurance market, brokers need more than just policy management systems. They require a centralised platform that improves client communication, streamlines claims processes, and provides real-time insights. BrokerCentral’s CRM software is designed to do exactly that, helping brokerages work smarter while delivering superior client service.

Why Communication Technology Matters in Claims

Claims are often the most critical touchpoint in a client’s journey. Poor communication during a claim can result in:

• Delayed resolution and client dissatisfaction

• Increased errors or missed deadlines

• Additional administrative burden for broker teams

A broker-specific CRM ensures that every interaction — from emails and SMS to notes and documents — is tracked in one place, reducing errors and improving responsiveness.

Effective communication begins internally as well as externally. As Jigar Mehta, Director at Ace Brokers, explains:

“What stands out is how closely the team listens. We suggested renewal email reminders, and within just a few weeks, the feature was rolled out across the platform.”

This demonstrates that BrokerCentral’s approach of listening to brokers ensures the tools provided meet their workflows and help them communicate effectively with clients.

How BrokerCentral CRM Supports Claims Communication

So how does BrokerCentral address these challenges? Its CRM platform provides several key tools and features that streamline communication and claims management:

1. Centralised Client Records

All client interactions — emails, SMS messages, documents, and notes — are stored in a single file. Brokers no longer need to search multiple systems, reducing mistakes and improving response times.

2. Automated Workflows

Routine tasks such as claim follow-ups, renewal reminders, and lead assignment can be automated. This frees brokers to focus on higher-value client interactions rather than manual administrative work.

3. Real-Time Tracking and Reporting

Brokers and managers can track the status of claims, renewals, and client interactions in real-time. This improves oversight, team efficiency, and decision-making.

4. Flexible Communication Tools

Integrated email and SMS functionality allows brokers to communicate directly with clients from within the CRM. Every interaction is logged, providing an audit trail for compliance purposes and ensuring clients receive timely updates.

Real-World Impact: Broker Case Studies

BrokerCentral’s CRM software has been implemented across multiple UK brokerages, producing measurable improvements in client communication and operational efficiency.

Ace Brokers

• Challenge: Outdated software, inefficient processes, and no automation.

• Solution: BrokerCentral CRM enabled a centralised client record, automated renewal reminders, and improved reporting.

• Impact: Processes that once took hours are now completed in minutes, allowing the team to focus on client engagement and communication.

“We’re on a smoother path now. BrokerCentral is a powerful tool that supports our operations and adapts to the way we work.” — Jigar Mehta, Director, Ace Brokers

Newman Insurance Brokers

• Challenge: Generic CRM solutions and complex software made workflows cumbersome.

• Solution: BrokerCentral provided a broker-focused platform that streamlined communications and reporting.

• Impact: Brokers can now offer more tailored client service, faster quotes, and improved oversight.

“We can now provide more competitive quotes and a more tailored service for our clients — it’s been a real game changer.” — Phillip Schwinger, MD, Newman Insurance Brokers

Raw Material Cover

• Challenge: Manual processes, inefficient management information (MI) access, and fragmented systems.

• Solution: BrokerCentral provided an integrated platform for client communications, claims tracking, and real-time MI dashboards.

• Impact: Internal processes that once took significant time are now completed within minutes, and access to MI is instant.

“A breath of fresh air for brokers — intuitive, efficient, and backed by an exceptional team.” — Ritchie Jones, Broking Director, Raw Material Cover

This demonstrates how BrokerCentral enables brokers to manage claims efficiently while improving client communications and operational efficiency.

Before vs After: The BrokerCentral Effect

This comparison highlights how a broker-specific CRM system transforms workflows and client service in a tangible, measurable way.

Aligning with Industry Trends

Insurance brokers are facing mounting pressure to improve efficiency and client experience. The Insurance Times article highlights that many brokers are not fully utilising communication technology in claims, leaving a significant opportunity for operational improvement.

By adopting a CRM solution like BrokerCentral, brokers can:

• Reduce claims-related errors

• Improve client satisfaction

• Increase team productivity

• Maintain audit-ready compliance records

The message is clear: good communication, supported by the right technology, drives competitive advantage.

Conclusion

Effective claims management starts with communication — both internally with your team and externally with clients. BrokerCentral combines broker-focused CRM software with responsive support to ensure brokers can manage every claim, renewal, and interaction efficiently.

Brokers who leverage technology in this way can improve client experience, reduce errors, and streamline operations. BrokerCentral CRM provides the tools and support to make this possible.

Explore to find out more: https://www.brokercentral.co.uk/software/insurance-sales-crm