BIBA calls for insurance consumers to never be turned away

14th May 2014

The British Insurance Brokers’ Association (BIBA) has today called on the insurance industry never to turn consumers away if they cannot insure them.  In his opening address at BIBA’s annual conference in Manchester, Steve White, BIBA’s Chief Executive, has called for consumer bodies, Government and the industry to help consumers access suitable insurance more readily.

Steve called for “total signposting”, where the industry looks to create new agreements similar to the one with the Government’s Equality Office which ensures that older holidaymakers and motorists are ‘signposted’ to other insurance solutions rather than turned away.

He urged the industry to work together as part of the Insurance Growth Action Plan on this important reputational issue, saying: “Let’s not simply turn away consumers if we cannot insure them – lets point them in the direction of someone who can help…. Why wouldn’t you do this? – We can help facilitate it.”

He outlined that the primary aim of insurance brokers is to find suitable insurance protection for their customers. But for a variety of reasons there are many customers who struggle to find appropriate insurance and are left without important insurance protection.

Graeme Trudgill, BIBA’s Executive Director, said: “A system is needed to help all consumers more easily access insurance protection. The current agreement with Government has been extremely successful. Our ‘Find a Broker’ service has helped facilitate more than 100,000 enquiries from older holidaymakers and motorists looking for insurance, who otherwise may not have found cover.

“But we want to go further. Insurance brokers can provide most types of insurance so we need to ensure that everyone can access the insurance protection that they need.”

The Money Advice Service has supported BIBA’s call for total signposting. Caroline Rookes, CEO at the Money Advice Service, added: “We welcome BIBA’s call on industry to help consumers to access suitable insurance. It is important that people are able to make arrangements to protect their lives and their assets. I hope that the industry responds positively to BIBA’s initiative.”

BIBA’s ‘Find a Broker’ service, receives around 400,000 enquiries each year from customers looking for insurance, most of who have struggled to find insurance elsewhere.  The top five enquiries received to BIBA’s ‘Find a Broker’ helpline are:

  • Travel insurance for people with medical conditions
  • Buildings and contents including flood zone and subsidence properties
  • Imported vehicles
  • Travel insurance for older holidaymakers
  • Young drivers

To find a BIBA broker, call BIBA’s ‘Find a Broker’ Helpline on 0870 950 1790 or visit


Notes to editors


  1. Click here for Steve White’s full speech
  2.  For further information please contact:

    BIBA press office:
    Leighann Forsyth, Head of Communications
    07917 738 721
    [email protected] 

  3. About British Insurance Brokers' Association

The British Insurance Brokers' Association (BIBA) is the UK's leading general insurance intermediary organisation representing the interests of insurance brokers, intermediaries and their customers.

BIBA membership includes just under 2,000 regulated firms having merged with the Institute of Insurance Brokers (IIB) in November 2011.

General insurance brokers contribute 1% of GDP to the UK economy and BIBA brokers employ more than 100,000 staff.

53% of all general insurance is sold by an insurance broker and they arrange 81% of all commercial insurance business.

Insurance brokers put the client’s interests first, providing advice, access to suitable insurance protection and risk management.

BIBA helps more than 400,000 people a year to access insurance protection through it’s Find a Broker service, both online and via the telephone.

BIBA is the voice of the industry advising members, the regulators, consumer bodies and other stakeholders on key insurance issues.   BIBA provides unique schemes and facilities, technical advice, guidance on regulation and business support and is helping to raise, and maintain, industry standards.