Behind the Score: What a +71 NPS Tells Us About Our Broker Partnerships

We asked a straightforward question to our broker partners worldwide:

“How likely are you to recommend Descartes Underwriting to a colleague or peer?”

The response was encouraging. A Net Promoter Score (NPS) of +71 reflects the trust we have been fortunate to build through consistent collaboration, responsiveness, and a shared commitment to delivering value. Beyond the numbers, it speaks to the strength of our broker relationships and the importance we place on listening and evolving together.

Our Results by Region

We’re proud to share our latest NPS results from brokers in Australia, the United Kingdom, and the United States:

✅ No detractors reported in Australia or the United States
✅ A strong majority of promoters across all regions
✅ Qualitative feedback underscoring mutual respect and appreciation

These are strong results, particularly in a complex market. We are grateful for the confidence these scores reflect—and remain mindful that they are not an endpoint, but a signal to continue earning trust.

What You Told Us: Why Brokers Recommend Descartes

In addition to the NPS scores, brokers offered open feedback that provided deeper insights into our working relationships. Several recurring themes emerged:

The underwriting team is very good to deal with—upfront, honest, and thoughtful.

Very helpful with established perils and willing to consider novel solutions. Good communication and service time.

We heard consistent appreciation for:

• The clarity and openness of our underwriting teams
• Technically sharp, responsive, and tuned in to brokers' real-world needs
• A genuine sense of partnership
• Our agility especially in tailoring solutions
• A shared focus on doing what’s best for your clients

In Australia, many brokers highlighted feeling truly valued. And in the UK, 100% of respondents agreed that Descartes values its broker partnerships

We are equally grateful for the constructive feedback we received. In both the UK and Australia, brokers indicated a desire for more regular communication—particularly regarding risk appetite, product developments, and market updates. These are clear and actionable suggestions, and we are already working to address them.

What This Means Going Forward

Trust is earned, not assumed. These results affirm that many aspects of our approach resonate with brokers—but they also provide a roadmap for where we can improve.

Going forward, we are committed to:

• Reinforcing what is working well: technical rigour, timely responses, and transparent collaboration
• Investing in areas that matter most: clearer communications, regular market insights, and consistently competitive pricing

At Descartes, our goal is not only to provide innovative parametric coverage—but also to be a dependable partner who helps brokers deliver effective, efficient, and client-centric solutions.

What Is NPS and Why Does It Matter?

The Net Promoter Score is a standard measure of customer loyalty and satisfaction, based on one simple question. Respondents are classified as:

• Promoters (9–10): Loyal and enthusiastic supporters
• Passives (7–8): Generally satisfied, but less likely to recommend
• Detractors (0–6): Unhappy or disengaged, with potential to impact reputation

NPS = % Promoters – % Detractors
 For instance, if 70% of respondents are promoters and 10% are detractors, the resulting NPS is +60.

General NPS Score Benchmarks:

While NPS benchmarks can differ across industries and regions, here’s a general guide to help you interpret it:

The average Net Promoter Score (NPS) for the insurance industry in 2025 is 35 (Source: Customer Gauge). With a score of +71, we are encouraged by the direction we are heading—but equally aware that this reflects an ongoing responsibility.

Thank You for Your Trust

To every broker who took the time to share your views—thank you. These results reflect the strength of our partnership and the shared success we can build by continuing to listen.

In a world where risks are rising and certainty is harder to come by, you've made it clear: what matters most is having a partner who is transparent, dependable, and genuinely in your corner.

This score tells us you feel supported, understood, and valued. It confirms that we’re on the right path—building real trust by doing what we say, staying close to our partners, and helping you bring security and clarity to your clients.

As we continue to evolve, you can count on us to remain agile and committed to earning your recommendation—every step of the way.

“It’s not just the product. It’s the people behind it.”
 We couldn’t have said it better ourselves.