The National Insurance Brokers Association (NIBA) has opened its 2025 Broker Market Survey in collaboration with NielsenIQ, seeking feedback from brokers on insurer performance and service standards across the general insurance market.
According to NIBA, the annual survey aims to capture broker views on claims management, underwriting capability, product innovation, and overall service.
The data is intended to provide an independent snapshot of how insurers and underwriting agencies are perceived in the market.
Chief executive Richard Klipin said the initiative offers brokers a channel to influence industry practices.
“The NIBA Broker Market Survey empowers brokers to share their experiences, reward best practice, and ultimately, strengthen the relationship between brokers, insurers and underwriting agencies,” he said.
The findings will also be used to determine the winners of the NIBA Insurer Awards, which recognise insurers in categories including Large General Insurer of the Year, Specialty Insurer of the Year, and Underwriting Agency of the Year.
The awards will be presented during the 2025 NIBA Convention on the Gold Coast in October.
The launch comes as the Insurance Brokers Code Compliance Committee (IBCCC) reported a 19% increase in recorded breaches of the Insurance Brokers Code of Practice for 2024 compared with the prior year.
The committee said the growth in reporting may reflect stronger internal monitoring and a greater willingness to disclose issues.
However, 42% of brokers reported no breaches or complaints in the period.
IBCCC chair Oscar Shub said the zero-breach figure could indicate under-reporting.
“That figure raises red flags,” he said. “No organisation is immune to mistakes. Reporting zero breaches or complaints may indicate a lack of internal scrutiny, rather than flawless services. We urge all brokers to reflect critically on their compliance systems.”
Shub emphasised that the committee aims both to encourage disclosure and to see overall breaches reduce over time.
“Let me be clear: reporting breaches is a sign that brokers are paying attention and acting on issues. But that doesn’t mean high breach volumes should be considered a positive. We expect brokers to identify and report problems, but we also expect those problems to reduce over time. It is important to hold both ideas at once: transparency and improvement,” he said.
The report found client communication issues were a leading cause of breaches, with over one-third involving brokers not giving at least 14 days’ notice before policy renewal – a requirement under the code to ensure clients can consider their options.
There was also a sharp rise in breaches related to remuneration disclosure, from 42 in 2023 to 334 in 2024. The IBCCC linked the increase to new informed consent rules that took effect in July 2025.
