INSURANCE INSIGHTS

THE WHO2 GLOBAL VIEW POTHOLE DAMAGE IS NO LONGER NOISE IN THE MOTOR BOOK. It is a line item. For years, pothole damage sat in the annoying but immaterial category. A tyre here. An alloy there. A customer grumble. Nothing strategic. That is not what we are seeing now. Through Benchmarq360, reviewing live broker and insurer motor data across multiple books, pothole related damage has shifted from sporadic to structural. This is no longer a winter spike. It is frequency. WHAT

THE WHO2 GLOBAL VIEW At the start of 2026, the UK private motor market has moved out of crisis mode and into a period of fragile stabilisation. After two years of severe premium inflation (2023–2024), 2025 marked the first year of moderation. By early 2026, average premiums have plateaued or softened slightly, loss ratios have improved, claims inflation remains elevated, and competitive pressure is quietly returning. 2026 is shaping up to be a year of selective softening, not

THE WHO2 GLOBAL VIEW. 40 plus modules. Thousands of questions. Board level through to operational detail. And some patterns are starting to repeat. Not opinions. Data. Here’s what keeps coming up... INSURER RELATIONSHIPS SCORE WELL. ALIGNMENT DOES NOT. Most brokers rate highly for relationship strength. Regular meetings. Access to decision makers. Open dialogue. BUT BUDGETS? Completely misaligned. Ie- Broker wants to grow 15 percent. Insurer is under combined ratio pressure

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