INSURANCE INSIGHTS

The WHO2 Global view. We have been lucky enough to be asked to review a lot of broker websites, ‘the shop window’. Not just a quick skim or a design critique, but proper reviews as part of our Benchmarq360 assessment process. End to end. Homepage to quote. Product pages, add ons, renewals messaging, contact journeys, and everything in between. And one thing is consistent. Very few broker websites are bad. They load quickly. They look professional. The quote journeys usually w

The WHO2 Global view. Over the next decade, customer buying behaviour will shift away from traditional “shopping” and toward delegation, automation, and embedded decision making. Customers will still care deeply about price and value, but they will expect far less effort, far less administration, and far more support wrapped around the purchase. The biggest change is not what customers buy, but how little friction they will tolerate in order to stay properly covered. This art

Let’s be honest, professional services as we know it won’t survive the next five years unless it evolves. The world doesn’t need more advice. It needs partners who build, not just brief.   That means moving beyond clever decks and day rates. It’s about turning expertise into products - repeatable, scalable solutions that actually do something.   At WHO2, that’s the shift we’ve already made. We help others do the same, whether that’s a broker, insurer, or data business by help

When Jeff and I kicked off Who2, one of the first things we agreed on was simple: we’re only as strong as the team we build around us. I’ve been leading teams for over two decades. In 23 years, I’ve never lost a direct report. Not one. People have been promoted, moved on in their careers, and gone on to bigger things but no one has ever left because they didn’t want to work with me or the team anymore. That’s not luck. That’s trust. When people asked for time off, I never onc

Let’s keep this simple. Here’s what we think is going on in the personal lines market right now. Car  Car insurance prices have finally started to ease. After two years of big hikes, the last couple of quarters have seen average premiums come down a bit – around 4% lower in Q2. Don’t expect this to carry on forever though; we may be close to the bottom. What this means: competition is fierce, but it’s still a margin game. Renewal pricing and retention tactics matter more than

You’ve probably heard the term ESG thrown around in boardrooms, insurer meetings, or on LinkedIn. But let’s be honest most brokers still ask the same question:  “What’s ESG got to do with me?” The answer: quite a lot. Environmental This is about how your business impacts the planet. Are you still sending paper documents when digital will do? Do you know your carbon footprint from offices and travel? Are you supporting greener products (like EV insurance or home energy-friendl

Where We Are Now So far in 2025, the average cost of a comprehensive car insurance policy in the UK has been falling compared to last year. Across multiple market reports, premiums are tracking at their lowest levels for over two years. The year started with noticeable drops against 2024 pricing. By spring, typical policies were over 15% cheaper than they were at the same point the year before. In pounds and pence, that’s a fall of around £140 to £160 on the average policy. E

The FCA has recently revisited the role of referral fees in UK motor insurance claims, warning that these arrangements can drive up costs and extend settlement times. What are referral fees? These are payments made when a customer is passed from one business to another – for example, when a non-fault driver is referred by their insurer to a credit hire or repair firm. Fees can range from around £30 to over £1,000. FCA’s findings The regulator found that involving additional o