When navigating the world of insurance, people often think of brokers as helpful middlemen—connecting policyholders with the best coverage. However, behind the scenes, tension can sometimes rise between brokers and insurers (i.e., the insurance companies themselves). One common observation from industry insiders is that brokers are occasionally rude or short with insurers. Why does this happen?
Let’s explore the underlying reasons, professional dynamics, and some real-world scenarios to understand this tension.
Understanding the Broker-Insurer Relationship
Before diving into the reasons, let’s clarify who is who:
Role | Description |
|---|---|
Insurance Broker | An independent professional who represents the client's interests. They shop around among insurers to find the best coverage and price for their client. |
Insurer (Underwriter) | The actual insurance company that provides the coverage, sets terms, and pays out claims. They assess risk and quote premiums. |
So while brokers work with insurers, they don’t work for them. Their loyalty lies with the client.
Top Reasons Brokers Are Sometimes Rude to Insurers
1. They Feel Like They're Always Fighting for the Client
Brokers are hired to advocate on behalf of policyholders. This often puts them in an adversarial position with insurance companies, especially when:
A claim is delayed or denied
A quote is higher than expected
Terms and exclusions seem unfair
To the broker, the insurer is the one standing between their client and a good deal—or even justice. This combative stance can come off as aggressive or rude.
🗣 “I’m not here to make friends with insurers. I’m here to protect my client.” — Common broker mindset
2. Frustration With Slow or Rigid Processes
Many insurers still operate with outdated systems, requiring:
Long paper trails
Excessive documentation
Slow claims response times
Brokers, under pressure from clients, may lash out at insurers for what they see as bureaucratic inefficiencies.
3. Overworked and Under-Respected
Both brokers and insurer-side employees are under intense pressure. But brokers often:
Work long hours
Get yelled at by clients
Face tight deadlines
Have to chase multiple insurers for quotes and support
When they feel undervalued or ignored by insurers, that stress can manifest as rudeness or sarcasm.
4. Perception That Insurers Are Profit-First
Brokers may believe that insurers care more about profits than people, especially when:
Claims are denied on technicalities
Underwriters refuse to budge on coverage
Renewal premiums are hiked without explanation
This distrust can lead to combative communication.
5. Cultural and Personality Clashes
Let’s be honest—insurance is a people-driven business, and personalities play a role.
Brokers tend to be outspoken, sales-driven, and high-energy.
Insurers (especially underwriters) tend to be analytical, risk-averse, and detail-focused.
These two cultures often clash, especially under pressure.
6. Insurers Don’t Always Understand the Client Context
Sometimes underwriters work purely based on paperwork. They might:
Reject a policy due to a technicality
Demand irrelevant documents
Miss out on the nuance of a client’s situation
Brokers, who know the client personally, can get frustrated when insurers take a black-and-white view of risk.
7. High Stakes, High Emotions
When a client’s multi-million-dollar property or business is at stake, emotions run high. If an insurer seems indifferent or unresponsive, brokers may react sharply.
They’re not just protecting a policy—they’re protecting their reputation, commission, and long-term client relationship.
Not All Brokers Are Rude — And Not All Insurers Are Difficult
It's important to note that:
Many brokers maintain highly professional and courteous relationships with insurers.
Many insurers go above and beyond to support brokers and clients.
In fact, the best partnerships are built on mutual respect, open communication, and trust.
Real-Life Scenarios Where Tensions Boil Over
Situation | Why Brokers Get Frustrated |
|---|---|
Claim Denial on Technical Grounds | Brokers feel the client is being unfairly treated. |
Unclear Policy Language | Brokers are blamed by clients for not “explaining properly.” |
Underwriters Ignoring Urgent Cases | Brokers feel abandoned when they need support fast. |
Repeated Documentation Requests | Seen as inefficiency or lack of understanding. |
What Can Be Done to Improve Relations?
✅ 1. Better Communication Training
Both brokers and insurers can benefit from training in negotiation, empathy, and conflict resolution.
✅ 2. Use Technology to Streamline
Modern portals, automation, and shared dashboards can reduce miscommunication and delays.
✅ 3. Clearer Service Level Agreements (SLAs)
Setting clear expectations on response times, documentation requirements, and escalation paths can prevent blow-ups.
✅ 4. Mutual Respect Culture
Insurance is a long game. Brokers and insurers who respect each other’s roles foster better client outcomes and less friction.
FAQs
❓ Are all brokers rude to insurers?
No. Many brokers maintain respectful, cooperative relationships with insurers. The tension arises mostly in high-pressure or complex situations.
❓ Why do brokers get angry during claims?
Because their clients rely on them during claims. If an insurer delays or denies a claim unfairly (from the broker’s view), it can reflect badly on the broker too.
❓ Are insurers always to blame?
No. Sometimes brokers submit incomplete information, push unrealistic expectations, or misrepresent details. Insurers have valid concerns too.
❓ Can the relationship be improved?
Absolutely. Mutual respect, better tech, and clearer expectations can significantly reduce friction.
Conclusion
At first glance, it might seem like insurance brokers are rude to insurers out of arrogance or ego. But dig deeper, and you'll uncover a mix of stress, client advocacy, miscommunication, and sometimes justified frustration. The insurance ecosystem thrives best when both brokers and insurers remember that they’re working toward a common goal: protecting people, businesses, and livelihoods.