When looking at complaints figures in the 2012 OMBUD FOR SHORT TERM INSURANCE report it is clear that broker-originated business generated the least claims to the Ombudsman for Short-term Insurance, those originating from Banks second most complaints and direct insurance business generated most complaints.

The real value of using a broker lies in the fact that clients who do business via a broker are probably most informed, their expectations are better managed and there is better facilitation and representation during the claims stage.

Brokers and insurers should market this aspect to improve the image of the broker fraternity.