Think all insurance claims are treated equally? Think again.

Claims03Hearing a 'no' when we wanted a 'yes', especially when it comes to claiming from insurance is enough to make even the coolest customer a little hot under the collar. If you pay your premiums to a direct insurer you'd better get used to that two-letter word that starts with an 'N' and ends with an 'O'. If you'd rather hear 'Yes' then read more below.

You've paid your premiums, you know the call centre number off by heart and you find yourself humming that call waiting tune in the shower. Your direct insurer was all 'yes, yes, yes' when you signed on the dotted line but now that's it's claiming time, it's a different story.

Both direct and traditional insurers have to disclose what percentage of all premiums they've collected, are eventually paid out in claims. Q-Data for the year 2012 found that direct insurers definitely paid out significantly less of their premiums on claims. The facts show that the difference between premiums collected and claims paid out is far higher for direct insurers. The bottom line is that by paying out less in claims, their profits are larger. Remember, their clients don't have a broker to fight for a payout!

When it comes to claiming, you want someone in your corner who understands the ins and outs of insurance and has the knowledge to argue on your behalf. You want someone who hates to hear the word 'No' as much as you do, and has the commercial muscle to be taken seriously. This person, the one that insurers struggle to say 'no' to, is the reason why you should say 'yes' to an insurance broker.

An insurance broker is an advocate, ensuring that insurance companies act promptly and fairly when claims are made, which means that if you have a fair claim, they will get you a fair payout, as quickly as possible.

An insurance broker isn't a faceless voice on the other end of a headset in a call centre - they're a real person, with real value to offer and a true interest in your claim. Does that sound like someone you would say 'Yes' to? That's the point.