DUAL Underwriting Perspectives: The MGA advantage; service excellence and entrepreneurial spirit

Steve Davis shares what he believes makes MGAs an indispensable partners for brokers

Steve Davis 

Regional Manager, Midlands and Southwest

Managing General Agents (MGAs) have carved out a unique and influential role in the ever-evolving landscape of General insurance. Known for their agility, sector expertise, and entrepreneurial spirit, MGAs are increasingly recognised not just for underwriting prowess but for their unwavering commitment to service excellence. I believe this fusion of service and innovation is what sets MGAs apart and makes them indispensable partners for brokers and clients alike. 

MGAs operate with leaner structures and greater autonomy, allowing them to respond swiftly to market demands and client needs. This agility is not just operational—it’s cultural. MGAs are built by individuals who see opportunities in underserved markets, who innovate to solve complex problems, and who prioritise relationships over transactions. Since joining DUAL, I have witnessed this first-hand with the upcoming launch of our Commercial Combined product. We’ve built this product to give our broker partners what they’ve been asking for—fast, responsive service for small and medium sized businesses that need an underwriter first approach. 

In the Insurance Times Broker Survey 2024, Brokers working with MGAs cited the accessibility of underwriters, the speed of decision-making, and the willingness to tailor solutions, as key differentiators. This means being responsive, transparent, and proactive is crucial, especially in a competitive market . 

One of the most compelling aspects of MGAs is their ability to specialise. By focusing on specific trade and market sectors, MGAs develop a depth of knowledge and immerse themselves in the nuances of target industries. This sector specialism enables them to craft bespoke products, anticipate emerging risks, and provide underwriting decisions that are both informed and innovative. A tailored approach, with targeted products and wordings rather than a one size fits all approach, gives better customer outcomes. 

The management structures within MGAs support their service-first philosophy. With clear lines of accountability and defined escalation pathways from underwriting or claims decisions. This transparency builds trust and reinforces the MGA’s role as credible and reliable in the insurance market. Central to our strategy is a regional presence to bring DUAL closer to our brokers and cement those relationships and escalation routes. This focus is to ensure that any issues are addressed promptly and professionally.

MGAs also engage with industry bodies, attend trade events, and maintain active dialogue with brokers, clients and capacity providers. The result is a feedback loop that continuously enhances their understanding of customers and ensures that this learning is fed quickly into the propositions that are taken to market.

At DUAL, our ambition is to be the go-to market in the specialisms we trade in. We’ve traded in the UK market for over 20 years and remain focused on delivering compelling propositions, through empowered underwriters, to our broker partners. We believe in local trading so have recently added to our footprint with offices in Manchester and Bristol. 

As Regional Manager in the Midlands and Southwest, it is my ambition to support our broker partners’ growth by unlocking the full capability of DUAL’s specialisms. This will be enhanced with dedicated underwriters in the regions for our Commercial Combined product. Allowing us to provide access to decision makers and target our technical capabilities at the underserved upper SME and Lower Mid Corporate segment. 

The upcoming DUAL Commercial Combined product combines robust protection with technical expertise. We are backed by A-rated capacity and have a policy wording that’s designed for today’s business needs across the UK. Brokers will benefit from direct access to local underwriters for the risks where they need an actual conversation with an industry expert. 

We plan to keep investing in our regional presence and develop products that meet the specific needs of the market, helping tackle the challenges that face the insurance industry today.

As brokers have come to see the value MGAs bring to their customer solutions, we also want to show that MGAs offer great career opportunities. At DUAL, we put people first. Our annual employee survey helps shape our people strategy, from the benefits that support life events, to coaching and development, to listening to our employee resource groups. This commitment has earned us the Insurance Business UK Top Insurance Employer award for the past two years.

At DUAL we are committed to excellence, innovation, and long-term success based around exceptional service. We have a culture where people are motivated to do what’s best for brokers and their clients, for the business and for each other. Speak to us today!