Many established brokers experience a high level of turnover because they no longer try to build any sort of positive relationship with their clients. Newer companies, having a smaller book of business, have more time to connect with their customers. This includes offering personal and meaningful communication outside of claims and renewals, follow up calls, and regular check-ins.

Most client issues leading to increased turnover are caused by a lack of regular, meaningful communication by the broker. In addition, the majority of clients that have problems will never notify you unless they are specifically asked.

Many brokers believe that most clients defect because of price. Research shows however, that high premiums are seldom the main cause. Clients may use price as their justification for leaving but this usually masks their real reasons; the most obvious being to avoid conflict. Rather than attributing their decision to poor communication, it’s much easier just to point at the price.

Moreover if there are cheaper rates easily available elsewhere, clients may eventually convince themselves that they are paying too much for their insurance. Price therefore only becomes an issue in the absence of value. It's not surprising if they start to question the benefits of using a broker if they're only contacted at renewal.