NIBA Launches Claims Committee as New Research Shows 98% of Broker-Backed Claims Resolved

The National Insurance Brokers Association (NIBA) is delighted to announce the formation of its inaugural Claims Committee, bringing together experienced brokers from across Australia to strengthen the profession's voice on claims issues affecting brokers, insurers and clients. The Committee held its first meeting yesterday, marking a significant step in NIBA's commitment to championing better claims outcomes for consumers across the general insurance sector.

The Committee will provide informed perspectives on current and emerging claims issues, identify systemic problems and opportunities for reform, and support NIBA's engagement with government, regulators, insurers and the Insurance Council of Australia (ICA). Its work is ultimately aimed at strengthening insurer engagement, improving the claims experience for clients, and building greater confidence in the insurance sector more broadly.

NIBA President Nick Cook welcomed the formation of the Committee as a milestone in the profession's advocacy work.

The formation of our inaugural Claims Committee reflects the profession's ongoing commitment to lifting standards where it matters most to clients and the communities they serve. Our research tells us that claims are the moment brokers prove their value, and this Committee ensures that voice is heard clearly by clients, insurers, regulators and government," Nick said.

The Committee's formation is underpinned by NIBA's latest consumer research, Complexity to Clarity: The Broker Advantage (February 2026), produced in partnership with Insurance Advisernet and independent research firm CoreData.

The report confirms that claims support is one of the most valued and highest-impact areas of the broker relationship: 95% of respondents see brokers as critical to claims resolution, and 98% report that their claims have been successfully resolved. A further 91% say their broker's involvement helped achieve a better outcome, with clients saving an average of 7.2 hours when supporting a claim through a broker, part of an average 20 business hours saved across the insurance process overall. Further detail on the broker advantage in claims, including client sentiment and case studies, is set out in the full report.

Claims Committee Chair Adam Squire said the group brings together some of the profession's most experienced practitioners.

"Claims are where trust is built or lost, and brokers play a critical role in making sure clients are supported when it matters most. This Committee gives the profession a clear, coordinated voice on the issues affecting claims outcomes, and I'm looking forward to working with such an experienced group of brokers to drive meaningful change," Adam said.

NIBA CEO Richard Klipin said the Committee's establishment responds directly to what clients are telling brokers matters most.

"Our research shows that 98% of claims supported by a broker are successfully resolved, and 91% of clients say their broker's involvement led to a better outcome. Those numbers reflect exactly why this Committee matters: claims are where brokers earn client trust, and this group will help ensure that trust continues to grow," Richard said.

The launch of the Committee comes as NIBA also calls for final applications to the 2026 NIBA Claims Broker of the Year Award, supported by Sedgwick, which recognises NIBA members who have demonstrated outstanding performance in claims broking. Applications for the national award close this Sunday, 16 August, with the winner to be announced at the 2026 NIBA Convention on the Gold Coast in October. Together, the new Committee and the Award reflect the growing recognition of claims as a defining measure of professionalism and value within the broking profession.

NIBA Claims Committee

Adam Squire, Operational Specialist, Lockton (Chair)

Dennis Dalati, Head of Claims, Gallagher

Jeff Williams, Pacific Head of Claims, Lockton

Mark Johnston, Head of Claims, Envest Broking

Pit Wen Lee, National Manager, Claims Operations – Marsh

Sarah McPherson, Head of Claims Corporate Risk & Broking, Willis

Sha Rijal, General Manager Claims, Network Insurance House

Stephen Hamill, Chief Risk Officer, Austbrokers Comsure

Richard Klipin, CEO, NIBA

Heidi Schmit, Head of Business Operations, NIBA

Lucy Browne, Membership and Operations Coordinator, NIBA