UK insurance involves several distinct roles. Knowing who does what helps you work out who is responsible when something goes wrong.
Insurers, the underwriters
The insurer carries the risk and pays claims. The underwriter decides what to cover and at what price. Some insurers sell directly; others through intermediaries.
Brokers
Brokers advise on and arrange cover, ideally on your behalf. They are regulated to act in your interests and must disclose how they are paid. Some are tied to one insurer; others are whole of market.
MGAs and coverholders
Managing general agents (MGAs) and coverholders act on behalf of insurers, often underwriting, pricing or handling claims under a delegated authority. They are a growing part of the market, and our industry coverage looks at what that means for customers.
Others in the chain
- Loss adjusters assess larger or complex claims for the insurer.
- Loss assessors act for the policyholder, usually paid by you.
- Repairers and suppliers carry out the physical work.
- Reinsurers insure the insurers, spreading risk further.
The regulators oversee how all of these must behave. Our guide to complaining about an insurer or broker explains who to hold to account.