Brokers are missing an opportunity to improve client relationships, according to insurer Ecclesiastical, which found four out of five (79%) did not use social media to engage with clients during lockdown.

Telephone and email were the most common means of communication, while more than half of brokers (59%) said they did not use video conferencing tools such as Zoom or Teams at all during the lockdown.

Ecclesiastical has published a set of guides to help brokers grow their social media presence and boost business.

Adrian Saunders, commercial director at Ecclesiastical Insurance, said: “For everyone working in the insurance industry, the COVID-19 pandemic has created communication challenges. Brokers, in particular, have lost that valuable face-to-face interaction with customers.”

He added: “Many are missing a trick by not harnessing social media to reach more customers. When used right, social media is an important part of a broker’s toolkit to support existing activity and reach more people in a cost-effective way.”

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