Why clients leave, why they stay: the reality behind service, price and loyalty
Panel discussionBroker Expo Roadshow - Bristol
2026-06-11 | 10:50 AM - 11:20 AM
Information
In theory, clients value advice, service and long-term relationships. In practice, many will still move for relatively small savings, while others will stay purely because someone finally picked up the phone and took ownership. Across the market, experiences are becoming increasingly inconsistent, with some clients receiving little to no meaningful contact for years.
This session will cut through the assumptions around “value” and look at what is actually driving client decisions today. It will explore where brokers are losing business, where they are winning it back, and why basic service is becoming one of the most powerful differentiators in the market.
- What actually causes clients to move brokers and what makes them stay?
- Where is price genuinely decisive, and where is it just an easy excuse?
- How much damage is poor service doing across the market?
- Are brokers doing enough to stay visible and relevant between renewals?
- Where does specialism give brokers an edge that price alone cannot replace?
Speakers
Jonathan Miller
Partners&
Chief Client Officer