Have changes in business practices by brokers and carriers prompted by settlements of bid-rigging and contingency fee abuse charges improved service? Risk managers are not so sure, and still have plenty of complaints, a buyer association survey reveals.

The "2006 Quality Survey" by the Risk and Insurance Management Society formed the basis of discussion at a recent closed-door gripe session called by RIMS, to which major brokers, insurers, associations and regulators were invited–but not the press. I was leaked a copy of the results by an attendee annoyed at being summoned to "an inquisition."

The e-mail survey of 7,010 deputy RIMS U.S. members–of which 634, or 9 percent, responded–revealed an odd split in buyer satisfaction. However, two of the questions prompted an overwhelming reaction.