SMEs Expect More Than A Renewal Reminder From Their Broker or Adviser

Australians now expect the same level of digital ease from their insurer as they do from Uber or the ATO. In fact, three in five SMEs say speed, simplicity, and clear communication matter most throughout the insurance experience. 

As a business owner, you probably feel the same.

You don’t have time to chase paperwork or wait on hold for answers. These days, it’s not just what’s in the policy - it’s how easy it is to understand, manage, and claim. Chances are, you rely on us to deliver the attentive, hassle-free service often missing when dealing directly with insurers. 

The Digital Shift Isn’t Coming - It’s Already Here 

We no longer compare service within industries. We measure everything against our best daily digital experiences. That might be your bank app, an online grocery order, or the ATO’s self-service tools.  

Deloitte’s 2025 insurance trends report states:

"Excellence is no longer defined by industry standards, but by seamless, intuitive, and hyper-personalised interactions.” 

That’s a big shift, and it’s reshaping how insurance is delivered to SMEs. 

Custom Beats Cookie-cutter Hyperpersonalisation is quickly becoming the baseline, and it’s more than just offering a digital portal. SMEs now expect insurers to anticipate needs and personalise service without needing to ask twice. That might look like: 

Industry-specific alerts:

Reminders tied to your policy dates and risk profile 

Real-time claims updates:

Via SMS or app - not waiting for a generic email 

Plain English documentation:

So you’re not left decoding fine print 

Integrated insights:

Data-driven prompts that reflect changing market conditions

According to a recent white paper, SMEs don’t hope for but expect digital-first engagement with clear, relevant value. 

By choosing a broker or adviser to set up, manage, and review your insurance, you gain a dedicated risk advisor and advocate. We don’t just supplement digital services. We negotiate on your behalf, ensure your cover remains fit for purpose as your business evolves, and provide ongoing, personalised support that goes beyond what direct insurers typically provide. 

Frustration Is A Loyalty Killer 

Each delayed claim or repeated follow-up chips away at trust. For busy SMEs, phone queues and chasing updates are time-consuming and frustrating. 

An (ANZIF) report supports this. SME clients are leaving insurers who still operate with outdated, impersonal processes. 

Service must now be fast, relevant, and low-fuss, or risk losing business. 

What Winning Insurers Are Doing Differently 

Some insurers are stepping up by blending tech with thoughtful service. Here’s how they’re meeting the moment: 

Capgemini’s 2024 global insurance report found that hybrid service models - where digital tools are paired with human advice - deliver the strongest customer retention rates.

This shift to digital isn’t about removing people; it’s about using tech to offer quicker answers, better service, and fewer headaches. Business insurance in 2025 is as much about experience as it is about protection. That’s why we ensure your cover is not only the right fit, but backed by digital tools and human service that make life easier.

While dealing directly with insurers offers digital convenience, brokers or advisers combine this with expert guidance, market insight, and genuine advocacy-especially when you need it most, such as during complex claims or policy reviews. We’re not just keeping pace with digital change, but we’re leading it, blending technology with expert, human advice. Our role is to blend the best of technology with expert human advice. 

When you work with us, you get more than a policy; you gain a partner who decodes the fine print, advocates during claims, and ensures your cover evolves with your business. Ready to experience insurance that’s both seamless and personal? Contact BICS today to see how we’re making business insurance work better for you-every step of the way.