BIA Countdown: 20 years of broking

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As part of Post’s countdown to the 20th anniversary of the British Insurance Awards in July, we spoke to the major brokers who have experienced wins over the years, asking them how the industry has changed since the first BIAs in 1994.

How has broking changed over the past 20 years?
Paul Moors, group chief executive, Bollington: In some ways it is completely different, yet in others it remains the same. Regulation is more focused

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Claims service stayed steady at end of 2024

The consistent improvement in claims service seen over the last 18 months plateaued at the end of 2024, with the market average NPS remaining at -4 and just one point up on the NPS recorded at the end of 2023.

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