2026 Broker Services Survey Report

1,400+ Employers Reveal What It Really Takes to Keep Their Business

More than 1,400 employers told us what keeps them loyal, what drives them away, and where their broker is already falling short. Eighty-five percent say they’re satisfied with their broker today, yet 33% only evaluate that relationship when something goes wrong, proof that high satisfaction scores can hide real risk beneath the surface. Key findings include:

• How far in advance employers want renewal conversations to start, and why a broker who waits until 30 days out is already behind
• Why being a trusted advisor now ranks just behind prompt service as the top reason employers choose their broker, and how fast that expectation has grown since 2023
• Why slow response times and ineffective service remain the number one reason employers say they’d leave their broker, and what disengagement looks like from a client’s side
• Why failure to leverage modern technology and AI-powered tools now ranks among the top reasons employers would consider switching brokers

Want the full picture? The complete report breaks down the biggest service gaps across employee benefits and commercial lines, what triggers a client to leave, and what keeps them from ever looking elsewhere.

Download the 2026 Broker Services Survey and see exactly what your clients expect from you and how your agency stacks up.

The 2026 Broker Services Survey provides valuable insights into the constantly evolving broker-client relationship. The results highlight what employers across the United States expect from their insurance brokers and the challenges they currently face. For over a decade, Zywave has been delivering these insights to help brokers stay informed, competitive and aligned with employer needs.