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Client champions
According to Insurance Business Australia’s Top Insurance Brokers 2025 report, broker standards have risen across the board over the last 12 months.
That’s in the face of exacting client demands:
In response to this, the best insurance brokers in Australia have upped their game and improved in all areas.
Madeleine Martin, national manager at Fuse Recruitment, says, “Brokers are speaking to us about being more strategic and less transactional. They are focusing on building long-standing, high-value partnerships that will endure rather than chasing low-value, easy wins.”
And she adds, “In addition, the market itself has diversified. New industries, such as cybersecurity, fintech and renewables, bring complex and evolving risk needs. Brokers need to stay in touch with emerging industries and upskill to be competitive.”
IB data analysis (2024–25)
Understanding of your needs for coverage
Improvement reason: Brokers are increasingly leveraging advanced client management systems and data analytics to gain deeper insights into client profiles and evolving risks. This enables them to tailor coverage more precisely to individual or business needs, resulting in higher client satisfaction.
Fast and easy communication
Improvement reason: The adoption of digital communication tools (secure email, client portals and instant messaging) has streamlined broker-client interactions. Clients now expect, and receive, prompt responses and efficient service, which is reflected in the improved ratings.
Improvement reason: Brokers have responded to competitive pressures by offering more bespoke advice and ongoing support, positioning themselves as trusted advisers rather than just intermediaries. This personal touch is increasingly valued by clients.
Getting the best value for money
Improvement reason: Brokers’ ability to compare multiple insurers and negotiate on behalf of clients has improved, aided by technology and stronger insurer relationships. This has led to better deals and more tailored coverage, directly impacting perceived value.
Dealing with the headache of claims
Improvement reason: There’s been a notable industry focus on claims advocacy, with brokers providing more hands-on support during the claims process. Enhanced claims management systems and proactive follow-up have made claims less stressful for clients.
Being proactive and suggesting additional areas of coverage
Improvement reason: Brokers are more proactive in reviewing client portfolios and suggesting new or updated coverage as risks evolve (e.g., cyber, pandemic-related or regulatory changes). This is driven by both regulatory expectations and a desire to add value.
Overall conclusions from the data
Consistent upward trend: All measured criteria improved from 2024 to 2025, indicating a broad-based increase in client satisfaction with insurance brokers in Australia.
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Claims handling stands out: The most significant improvement was in claims handling, reflecting industry investment in claims advocacy and technology. Clients increasingly see brokers as essential allies during stressful claim events.
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Value and proactivity: Notable gains in value for money and proactive advice suggest brokers are not only negotiating better deals but are also more vigilant in protecting clients from emerging risks.
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Digital transformation: The industry’s digital evolution is paying dividends in communication, efficiency and service delivery, aligning with rising client expectations for speed and convenience.
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Client-centric approach: The improvements reflect a shift from transactional to advisory relationships, with brokers acting as long-term partners invested in their clients’ success and security.
“The demands and expectations on brokers have evolved significantly in recent years,” says Anthony Pagano, head of distribution at Vero. “Our research validates and reinforces this. Clients now expect more personalised and responsive service, driven by digital transformation and the availability of real-time information. There’s also a growing emphasis on transparency, with clients seeking brokers who can provide clear and honest advice.”
Nathan Anning, director at recruitment agency Impact Talent Australia, highlights strengths he believes are crucial for leading brokers:
He adds, “A lot of businesses are now asking for brokers that can bring in new business rather than just focusing on service and retention of their current clients.”
The Best Insurance Brokers in Australia
Kellie D’arcy, director of Australian Elite Insurance Solutions, has earned recognition across the industry and features on the prestigious list of IB’s Top Insurance Brokers 2025.
She says, “I’m good at seeing the real risk behind the paperwork, translating it into plain, easy-to-understand English for my clients without the insurance jargon. I then built an insurance program that actually pays on its worst day. If a claim or wording is unfair, I gather better evidence, get the right people on the phone and keep pushing until we land a fair outcome.”
Across the past year, D’arcy has faced a twitchy market, premium pressure, shifting appetites and slower decisions. It makes things tough, as clients need quick answers and fair terms.
“In every new business meeting, my mindset is always the same: prove my value immediately, reduce surprises and communicate like a human. If I wouldn’t buy it for my own business, I won’t recommend it for theirs”
Kellie D’arcyAustralian Elite Insurance Solutions
However, for her, the answer has been more prep and more proof. “I start renewals earlier, show clients more options, discuss subcontractor compliance with my construction and transport clients and send claims with rock-solid evidence packs,” she says. “It takes extra work, to be honest, and sometimes the win is simply getting a sensible yes faster. But it’s made me sharper, and my clients more resilient.”
To showcase her range of skills, D’acry outlined three situations where she has stepped in and delivered for clients in challenging circumstances.
Problem: A storm tore through the client’s commercial property (tenanted) and caused extensive roof damage. The insurer initially declined the claim, saying the damage was pre-existing and long-term deterioration and not storm-related.
“Both the insured and I weren’t ready to sit back and accept their decision. I pulled the full policy wording and claims notes, flagging where the gradual damage exclusion didn’t apply to sudden storm impact,” says D’arcy.
She then engaged an independent engineer and a licensed roofer for reports, with dated photos and evidence of wind-lifted flashings. LMI was assigned to review the claim and BI costs. D’arcy then escalated the claim to the insurers’ IDR technical team, referencing relevant policy clauses, and requested an internal review.
Conclusion: The insurer reversed its decision. Building repairs were approved along with a business interruption payment. The client received funding for urgent make safe works and the main repairs, with D’arcy also requesting that the insurer pay an interim business interruption payment, which was approved. Total repair costs $132,050 (including BI payments).
Problem: Approached by a construction company to complete a review. They had a solid annual construction policy, but they also provided in-house design services and a standard PI insurance policy noted them as “Architect”. Their existing insurance advisor had not asked for more information around this business activity or realised that, due to the insured also completing the construction, along with providing the design services, that they needed a full design and construct PI insurance policy.
D’arcy undertook a full insurance program review, including the contracts and scopes of work, and identified exposures around design advice, specification changes and certifier requirements. She requested quotes from all available insurance markets and placed a Design & Construct PI policy with an appropriate retroactive date, contractual liability wording and project value limit. Then D’arcy fine-tuned the existing construction insurance policy, added principal-supplied materials, tightened subbie compliance (discussed subbie compliance requirements in detail with the insured, which included the worker-to-worker deductible), with the exposures they faced.
Conclusion: The updated policy met the contract requirements and secured projects that had been on hold, and the firm is now fully protected with a full design and construction PI insurance policy. Without this in place, the insured could have easily had a six-figure insurance claim dispute.
Problem: A long-standing client in food manufacturing was rolling into renewal with creeping premiums, high food spoilage, machinery breakdown excesses and a patchy product recall extension.
The client’s stock levels swing hard around seasonal promotions. Cold rooms are the heartbeat of the plant, yet the BI cover and indemnity period hadn’t been stress tested against a real compressor failure. D’Arcy sat with the ops and finance manager eight weeks before renewal, and together they identified leads to map production bottlenecks, cold chain risks and actual peak stock values.
In addition, D’arcy requested a five-year claim history report from the previous two insurers who held the account to pinpoint frequency vs severity, where she found spoilage and short outages were the repeat offenders. She then rebuilt their insurance program so it matched how they operate:
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increased the indemnity period on BI, where a line failure would take time to retool and source parts
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added a seasonal stock uplift clause so peak inventory was covered without manual endorsements every time
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upgraded product contamination and recall with consultant costs, retailer chargebacks and third-party transport included
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extended utilities and temperature change so a power or refrigerant issue wouldn’t leave them exposed
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negotiated lower excesses on machinery breakdown and spoilage to reflect the real claim pattern, not a generic setting
D’arcy finetuned the transit cover for both owned trucks and 3PL legs, including chilled goods and deterioration from delay. She went to market around four weeks out from expiry with her findings, which included claims history reports, maintenance logs and sensor data.
Conclusion: Managed to reduce the renewal premium by $4,250. D’arcy also negotiated a reduction with the insurer on the excesses. The client now has a broader recall insurance policy. A 20% seasonal uplift has been built in, so the ops manager can scale without ringing alarms every time they stack stock. This client also prefers to pay by the month and have access to many premium funding companies. D’arcy also negotiated a reduced interest rate with the premium funder, down from 10.7% to 5% flat.
All of the Top Insurance Brokers 2025 were nominated by their clients.
As part of the process, those survey respondents were asked how accurate each of the following statements is, where 1 is the least accurate and 10 is the most accurate.
Below is an analysis of the reasons behind their ratings and what they signal to brokers.
1.“I prefer having a broker that I can speak to rather than finding coverage online.”
Explanation:
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Personalised advice and trust: Australian clients overwhelmingly value the ability to speak directly with a broker. Brokers provide tailored advice, explain complex policy details and act as trusted advisers, which online-only platforms cannot match.
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Support during claims: Clients appreciate having a broker advocate for them during claims, a service not available with most direct online insurers.
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Complex needs: For business and more complex personal insurance, brokers’ expertise is especially valued over self-service options.
2. “I base my decision on insurance by its coverage primarily.”
Explanation:
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Coverage over price: Clients are increasingly aware that the right coverage is more important than just the lowest price. Brokers educate clients on policy inclusions, exclusions and limits, helping them prioritise adequate protection.
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Risk management: Businesses and individuals are more focused on risk mitigation and ensuring all exposures are covered, especially after recent events like the pandemic and natural disasters.
3. “I am happy to pay more for my policy for peace of mind.”
Explanation:
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Value of peace of mind: Clients are willing to pay a premium for the assurance that their risks are properly managed and that they have expert support if something goes wrong.
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Broker value proposition: The broker’s role in providing peace of mind – through tailored advice, claims support and ongoing service – justifies higher premiums for many clients.
4. “I base my decision on insurance by price primarily.”
Explanation:
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Price still matters, but less so: While price is a factor, it is less important than coverage or peace of mind for most clients. This reflects a maturing market where clients understand that the cheapest policy may not offer adequate protection.
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Broker guidance: Brokers help clients see the risks of underinsurance and the value of comprehensive coverage, reducing the focus on price alone.
5. “Given a choice, I will choose an insurance company that has good social and environmental practices.”
Explanation:
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Emerging consideration: Social and environmental responsibility is an emerging, but not yet dominant, factor in insurance decisions. Some clients are beginning to consider environmental, social and governance (ESG) factors, but these are secondary to coverage, price and broker relationship.
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Industry response: Some brokers and insurers are starting to highlight their ESG credentials, but this is not yet a primary driver for most clients in 2024–25.
6. “I will only buy insurance from an insurance company that I have heard of.”
Explanation:
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Brand recognition less critical: Brand familiarity is less important than coverage, price or broker recommendation. Clients trust their broker to recommend reputable insurers, even if they are not household names.
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Broker as trusted guide: The broker’s endorsement often outweighs the need for a well-known brand, especially as brokers explain the strengths of lesser-known but reliable insurers.
While IB’s Top Insurance Brokers 2025 have their own niche markets and specialised skill sets, there’s a common series of characteristics that enable them to stand out from their peers.
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Clients overwhelmingly rely on brokers for expertise, advice and market access, rather than making insurer decisions themselves.
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Digital transformation has set expectations for fast, convenient and documented communication, with email the clear preference.
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Proactive, client-focused service, especially around renewals and policy clarity, is a baseline expectation.
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Clients value long-term relationships and the convenience of using one broker for all needs, reinforcing the importance of trust and continuity.
- Alison Morrissey
AON Insurance Brokers - Christian Bonanno
Archer Insurance Brokers - Frans du Plessis
Grace Insurance - Heather Coutts
Capstone Insurance - Kathy Lay
Archer Insurance Brokers - Kevin Fok
Archer Insurance Brokers
Insights
Insurance Business Australia conducted its third annual search for the Top Insurance Brokers to discover the best brokers who act in their clients’ interests. From a diverse cross-section of insurance professionals, the IB team had the opportunity to spotlight remarkable examples of passion, dedication and commitment.
From 21 July to 8 August, the IB team undertook a rigorous marketing and survey process, leveraging its connections to thousands of readers across the country. Readers were asked to nominate their brokers and rate them on six key criteria.
The most voted-for brokers that received an average score of 8 or higher were named Top Insurance Brokers, who were recognised based not on revenue but rather on the service provided to their clients.
