Yet, while the fundamentals of broking remain rooted in trust, expertise and relationship management, the reality is that external forces including vehicle technology advances, supply chain disruption and digital consumer behaviour are reshaping how brokers are judged by their clients, particularly when an incident occurs and expectations are at their highest.

For brokers, this means that the post incident experience is no longer a back-office process but a critical moment that directly influences retention, reputation and long-term value, one which makes effective claims support and partner alignment more important than ever.

Luckily, our team at S&G Response are here to help. Here’s how:

1. Increasingly complex motor claims involving multiple parties

One of the most significant challenges brokers will face in 2026 is the growing complexity of motor claims, which will be driven by higher traffic density, mixed vehicle types and an increase in incidents involving multiple parties, third party insurers and layered liability considerations.

This is because modern claims often extend far beyond a simple repair, and now involve recovery coordination, mobility provision, third party negotiation and ongoing communication with several stakeholders, all of which can place considerable strain on broker resources and timelines.

Without a clear and structured approach, these claims can quickly become fragmented, increasing the risk of delays, dissatisfaction and escalation, which ultimately reflects on the broker relationship. However, S&G are here to help by supporting brokers in providing end to end accident management and acting as a central coordination point that manages every stage of the incident lifecycle. From first notification of loss and repair, through to mobility and final resolution, we ensure that even the most complex claims remain controlled, transparent and professionally handled, and that all parties are kept up to date throughout the entire process.

2. Longer repair cycles and sustained mobility pressures

Vehicle repair times will continue to lengthen throughout 2026 because of parts availability challenges, increasingly sophisticated vehicle technology and specialist repair requirements, all of which contribute to extended off road periods and heightened demand for replacement mobility.

For brokers, this will create a dual challenge of balancing cost control with policyholder expectations, while managing the reputational impact of delays that sit largely outside their direct control too, and it also means that policyholders experiencing extended downtime are more likely to raise concerns, request updates and escalate complaints, particularly if communication is inconsistent or unclear.

To help, S&G aims to mitigate this pressure by proactively managing repair timelines, coordinating with approved repairers and mobility providers and maintaining regular communication with all parties to ensure that policyholders remain informed, supported and mobile for the duration of the claim, while brokers retain confidence that their clients are being looked after.

3. Policyholders expecting faster response times and real time visibility

In 2026, policyholders will increasingly expect immediate acknowledgement, rapid action and continuous visibility following an incident, which has been shaped by digital first experiences across other sectors and an assumption that support should be available at any time of day.

For brokers, meeting these expectations internally will be challenging at first, particularly outside standard office hours or during periods of high claim volumes, and may even create a gap between expectation and delivery that can damage trust.

However, S&G can address this through our 24/7 first notification of loss service which ensures that incidents are captured immediately, support is initiated without delay and policyholders feel reassured from the very first contact, regardless of when an incident occurs.

As a result, this immediate response not only improve the customer experience but also reduce downstream friction, delays and dissatisfaction that often arise when early intervention is missed, making it a win-win for all parties involved.

4. Maintaining clear communication while protecting broker relationships

As claims progress, consistent communication will always be one of the most critical and challenging elements for brokers to manage, particularly when multiple service providers are involved and timelines shift due to external factors.

This will be no different throughout 2026, as policyholders will continue to want clear, plain language updates, realistic expectations and a single point of contact who understands their situation, and it will put even more emphasis on brokers to align conversations with policy terms and not undermine trust.

At S&G, we support this by providing dedicated handlers who manage communication throughout the lifecycle of the claim and act as an extension of the broker service, ensuring that messaging remains consistent, professional and aligned with the broker brand, while relieving internal teams of the day-to-day communication burden.

This is a structured approach which protects broker client relationships, reduces inbound queries and helps maintain confidence even when claims are complex or protracted – one which has proven highly effective time and time again.

5. Rising operational pressure and resource constraints

Finally, brokers in 2026 will continue to face internal pressures around staffing, efficiency and scalability, particularly as claims volumes fluctuate and expectations rise. As a result, managing motor incidents in house may divert valuable time and expertise away from advisory work, growth activity and relationship development, creating operational strain during peak periods.

But, by partnering with S&G, brokers can navigate this by gaining access to specialist incident management expertise, scalable support and proven processes that absorb operational pressure, which allows broker teams to focus on what they do best – advising clients and building long term relationships.

Supporting brokers through a changing claims landscape

At S&G Response, we work closely with brokers across the UK to strengthen claims performance, protect client relationships and deliver a consistently high standard of post incident care, even in the most demanding circumstances, and through our end to end accident management, 24/7 FNOL, dedicated handlers and a commitment to clear communication, we’re here to help brokers navigate the challenges of 2026 with confidence, resilience and control.

If you would like to explore how S&G Response can support your brokerage and enhance your claims proposition in the year ahead, our team is here to help.

Reach out today.