The UK managing director at insurer Markel has said Europe’s largest insurance conference has come at a time when market complexity requires a new level of cooperation.

Lee Mooney was speaking as over 13,000 delegates gathered in Manchester for the three-day British Insurance Brokers’ Association (Biba) conference.

Mooney told Emerging Risks that growing risk complexity and a softening market were testing insurers and brokers at a time when the rise in the use of artificial intelligence was posing new questions.

“The conference theme this year is “Time:To”, and we think it’s an excellent choice and are very much behind it,” he said. “BIBA says the theme is about ‘embracing the present, taking decisive action, and driving meaningful change for your business’. In other words, encouraging brokers to focus on what matters now and turn intent into action.

“That feels highly relevant for brokers, with the complex market such that it is. Rates remain under pressure in parts of the UK commercial sector. Economic uncertainty and geopolitical volatility continue to create a challenging environment for clients. At the same time, expectations around service and technical expertise remain at the forefront. Against that backdrop, BIBA’s message is a strong one.”

For brokers at this year’s conference, one of the biggest concerns is likely to be how to protect clients properly in a market where price pressure and competition can distract from buying appropriate cover, he added.

“There is always a risk, particularly as conditions soften, that the conversation becomes too narrowly focused on price,” Mooney continued. “This is a particular challenge for more specialist and complex forms of cover, where we know how important it is for customers to have the right insurance in place.

Service is another major theme. Brokers want responsiveness, clarity, and access to decision makers. They want insurers who answer the phone, give straightforward answers, and follow through. That sounds simple, but in practice it remains a differentiator.”

He said Markel’s own message heading at the event was built around being the committed partner for brokers – being more relevant, easier to trade with and stronger in the specialist areas where we can add real value.

“That means strong regional relationships, broad specialist capability and continued investment in digital trading, all backed by a consistently high standard of service,” he continued. “Linking back to the BIBA conference theme, we believe that time matters. Time to connect more closely, make trading easier, build on specialist expertise, and grow alongside partners who are committed to the UK market for the long term.”

AI has also been a topic of conversation for brokers.

“This was the same as last year, but the conversation has moved on,” he explained. “Questions are no longer whether AI will affect the workplace – it already is – but how best to apply it in ways that improve outcomes for clients.

“Talent and diversity have remained central to the discussion too. Our market needs the right level of talent and to get the diversity challenge right. For insurers and brokers alike, that means attracting high quality people, building inclusive teams, and making sure expertise is visible across the regions, not concentrated in one part of the market. It also means giving people the tools and authority to act.

“Local decision making, backed by strong culture and clear accountability, remains one of the most effective ways to improve broker experience and strengthen relationships.”