FastForward: What’s next for London insurance broking? -

Paul Greensmith,
Chief Executive Officer,
H.W. Kaufman International

The London insurance market has always thrived on its ability to adapt.

For generations, brokers have helped clients navigate changing economic conditions, emerging risks and an increasingly interconnected world. Today, the industry is being reshaped on multiple fronts. Technology is transforming how risks are analysed and placed, client demands are becoming more sophisticated, evolving workforce expectations are reimagining how firms attract and retain people, and the skills required to succeed are shifting.

Against this backdrop, Burns & Wilcox Global Solutions commissioned FastForward: The Next Chapter for London Insurance Brokers.

We wanted to hear directly from practitioners about the forces shaping their profession, the opportunities they see ahead, and the challenges they believe the market must address. Based on independent research from 205 London insurance brokers, the report offers valuable insight into the future of one of the world’s most important insurance centres.

The findings reveal a market facing significant change, but one that remains remarkably positive about its future.

Confidence built on adaptation

One of the strongest messages to emerge from the research is the view of London’s competitiveness and future prospects.

Nearly 9 out of 10 (89%) brokers surveyed believe the London insurance market is adapting quickly enough to remain competitive in a rapidly evolving global landscape, while almost all (99%) agree that the City continues to lead in specialty risk.

That sentiment is significant. Competition from other international markets continues to increase, yet brokers still see London as well-positioned because of its expertise, global reach and ability to solve complex risk challenges.

Importantly, this confidence is not rooted in complacency. The survey suggests brokers recognise that maintaining London’s leadership position will require continuous investment in people, skills and innovation.

Evolving client expectations

Client expectations are also changing.

More than 8 of 10 (86%) brokers surveyed expect demands from clients to increase significantly over the next two years. Greater responsiveness, enhanced transparency, more data-driven insights and improved digital service were all identified as important priorities.

The brokers surveyed anticipate growing demand for faster access to information and more sophisticated insight to support decision-making. Rather than reducing the role of the broker, however, these expectations appear to be elevating it. As routine processes become more efficient, there is greater opportunity to focus on strategic advice, specialist expertise and helping clients navigate increasingly complex risk environments.

The future broker is likely to be more consultative, analytical and advisory-led as client expectations continue to evolve.

Technology as an enabler

Artificial intelligence (AI) and emerging technologies feature prominently throughout the research.

More than two-thirds of respondents expect AI and related technologies to hugely or significantly disrupt the profession over the next two years. Yet what stands out is their response to that disruption.

Brokers surveyed overwhelmingly view technology as an opportunity rather than a threat, with 96% expressing a positive view of AI and emerging technologies. This confidence extends further, with nearly three-quarters (74%) reporting a high or very high level of trust in AI-powered recommendations and decision-support tools.

Brokers identified areas such as risk capture, administration and client servicing as likely beneficiaries of automation. The value lies not simply in efficiency gains, but in freeing professionals from repetitive tasks and creating greater capacity for higher-value activities. The research suggests technology is enhancing, rather than replacing, the value brokers provide to clients.

Read the report now: FastForward

New skills for a changing market

As client demands and technology evolve, so do the skills needed to succeed. The research highlights a growing emphasis on data capabilities, with 65% of those surveyed reporting that their organisations are recruiting more for data skills than traditional insurance expertise. There is also broad agreement that brokers will need to develop deeper technical knowledge, with 91% agreeing that brokers will need new sector-specific skills to support clients operating in increasingly technology-driven industries. However, the findings also reinforce the enduring importance of human skills. When asked how they can remain competitive in a more technology-enabled market, relationship building consistently emerged as a leading priority. Strong market connections, commercial judgement and client engagement remain fundamental differentiators. The findings suggest the brokers best positioned for the future will be those who can combine technological fluency with relationship-led expertise.

The talent challenge

Alongside technology, talent emerged as one of the most important themes in the report. Many brokers identified succession as a significant challenge for the London insurance market. With experienced colleagues set to retire over the coming decade, the report found that 92% are concerned about replacing the Baby Boomer generation. Preserving specialist expertise, institutional knowledge and long-established relationships will be essential for the long-term health of the market. At the same time, respondents remain highly optimistic about the profession itself. The overwhelming majority would recommend a career in insurance broking to new entrants, while almost all expressed confidence in future career prospects. This combination of optimism and awareness presents a clear opportunity. The industry must continue to strengthen routes into broking through education, professional development and greater visibility among future entrants. The challenge is not simply attracting more people into insurance; it is ensuring the market continues to attract diverse talent with the digital, technical and relationship skills needed for the future.

Looking ahead

What emerges from FastForward is not a market resisting change, but one actively preparing for it. The brokers we surveyed recognise that technology will reshape workflows, client expectations will continue to rise, and talent development must remain a strategic priority. Yet they also remain confident in the foundations that have sustained London’s success for generations. The future of broking will not be defined by technology alone, nor by talent alone. It will be defined by how successfully the market combines innovation with expertise, data with judgement, and efficiency with trusted relationships. The London insurance market has adapted before, and the findings of this research suggest it is ready to adapt again. The task now is to continue investing in the people, skills and capabilities that will help ensure London remains a world-leading centre for specialist risk in the years ahead.