Two ombudsman decisions surfaced in August, and between them they cover the whole arc of what good broking actually looks like. The first is about what happens before a policy is placed, when a client has to understand and meet their disclosure obligations. The second is about what happens after a loss, when a claim moves or stalls depending on how clearly the broker communicates. The facts of each dispute are specific to that matter, but the working lessons apply almost everywhere.
The first case involved a commercial property owner whose storm claim was rejected after a disclosure issue, with the broker vindicated. The lesson is not that brokers can guarantee a claim outcome, because no one can. It is that disclosure conversations should be specific, understandable and recorded. At application and renewal, prompt clients to think about changes in occupancy, use, revenue, claims, risk controls, asset condition and anything else that could shape an insurer’s decision. When a client is unsure, the safer path is to clarify the question and document it rather than let an assumption stand.
The second case involved a Queensland property where the insurer was required to repair relevant damage but not pay a total-loss settlement. Claims do not always resolve the way a client hopes, which is exactly why broker communication carries so much weight. Set out the next step, what evidence is being considered, what the insurer has agreed to and what remains in dispute. Keep a dated chronology, and escalate where there are unreasonable delays, unclear requests or explanations that do not hold up.
Both lessons point to habits you can build into the practice rather than hope for in the moment. Use a simple renewal disclosure checklist and confirm material conversations in writing. Set claims-service standards covering acknowledgement, regular updates, escalation triggers and a closure review. Train staff on the line between advocating hard for a client and promising a particular outcome, because that distinction protects everyone. These disciplines hold the client relationship together, and they produce the documentation you will want if a complaint ever surfaces.
We have written about the harder edge of this in claims handling moving from soft guideline to legal obligation and why brokers cop the brunt of insurer delays. On the front foot, staying educated prevents costly coverage gaps and compliance underpins long-term success.
Better Broker supports ARs on both sides of this equation. Our compliance guidance and education strengthen documentation and disclosure processes, and our Administrative & Claims Support steps in when a claim needs careful, consistent follow-up. If you want these disciplines built into your practice properly, start a conversation with the team.