Top providers of legal protection insurance: Broker satisfaction is increasing!

Top providers of legal protection insurance: Broker satisfaction is increasing!

Insurance brokers report positive experiences with claims settlement in legal protection insurance. According to a current survey carried out as part of the Asscompact Trends II/2025 study, the providers Auxilia, Arag and Concordia in particular are characterized by their high customer satisfaction in this segment. Over two thirds of the intermediaries surveyed are satisfied with the settlement overall, although the quality of claims correspondence and the duration of settlement were identified as major deficiencies among the composite insurers.

The study, which was carried out by BBG Betriebsberatungs GmbH, is based on answers from 302 intermediaries from the finance and insurance industry. The results show that 89.4% of respondents are male and 10.6% female, with an average age of 56.5 years and 29 years of industry experience. Many of those surveyed also plan to work until at least 70 years old.

Response times as a decisive factor

Fast and smooth claims settlement is of central importance for insurance brokers as it directly influences customer satisfaction and long-term loyalty to insurance partners. In the survey, almost 90% of respondents said they were satisfied with insurers' response in about one in 11 cases within 24 hours. In over 40% of cases, the response time was one to three days, which resulted in a high level of satisfaction.

In contrast, it can be seen that satisfaction decreases with longer response times: with a settlement time of four to seven days, less than 50% of those surveyed were satisfied, while with waiting times of over a week only 39% disagreed. What should be highlighted positively is that more than two thirds of those interviewed were generally very satisfied with the response time, which is the second highest value in all composite divisions.

Top provider of claims settlement

Auxilia was most frequently cited as the best provider in claims settlement, with nearly a third of respondents citing it. Arag SE took second place, while Concordia came third. Deurag, Itzehoer and Roland were also listed, with their shares ranging between just under six and a good four percent. The importance of well-chosen insurance is particularly evident in the event of a claim, as 82% of brokers view claims settlement as their own task in order to increase customer satisfaction.

The study shows that, in addition to fast service, the quality of claims processing also influences trust in insurers and thus strengthens the reputation of brokers. Around 10% of brokers leave claims settlement almost entirely to the insurers, while 70% see it as a joint task between the agent and the insurer.

The detailed results of Asscompact Trends II/2025 illustrate the importance of response times and the quality of claims processing. The relevance of these factors is underlined by the high level of commitment of the brokers, which has a decisive influence on the success of a brokerage house.

For those interested, the Asscompact Trends II/2025 report is available at a price of 1,785 euros including VAT.

For further information see also Insurance Journal and AssCompact.