Specialist insurance research consultancy Gracechurch has published its latest insurer service ratings through the UK Insurers Monitor, an independent study of brokers conducted in partnership with the British Insurance Brokers’ Association (BIBA).
The most recent six-month results are based on a representative sample of more than 400 brokers across the UK. The findings show the market average Net Promoter Score (NPS) has risen by seven points since the end of 2024, bringing the index average to +19. This marks a 39-point increase since the study began in mid-2022.
Ben Bolton (pictured above), managing director of Gracechurch, said, “The best insurers are countering price pressures through delivering better service. The winners will be those who can successfully execute customer delivery strategies, backed by good technology, people and trusted brands.”
BIBA chief executive Graeme Trudgill commented, “Gracechurch’s continuing work with BIBA members and insurers shows that the direction of travel is positive and that if we continue to work constructively together, we can grow through innovation and a strong focus on the customer.”
Service levels have improved across most insurers and regions, with 19 out of 22 insurers and nine out of 11 UK regions recording gains. The report notes that greater consistency in service delivery supports trust in the insurance sector.
However, claims performance remains a challenge. According to Gracechurch’s UK Claims Monitor, which tracks commercial insurer service among claims specialists, the NPS index has increased by 11 points since the start of 2023 but the market average remains negative at -3.
Bolton noted that while claims improvement is currently sluggish, ongoing investment in claims technology and process improvement by leading insurers could result in positive changes over the medium term. He suggested that claims may become a strategic advantage for some insurers in the future.
In a few months’ time, Gracechurch will also announce its Service Quality Marque achievers for 2026.
The firm previously recognised AXA, AEGIS London, and Chaucer for their claims service and underwriting performance earlier this year. AEGIS London received the Outstanding Claims Service Quality Marque for the ninth consecutive year, achieving 87% positive ratings, while Chaucer was also awarded for its claims handling, communication, and speed of service.
AXA UK earned the 2025 UK Underwriting Service Quality Marque, noted for exceeding 80% positive ratings and its collaborative approach with brokers.
The Service Quality Marque is awarded annually by Gracechurch to insurers who consistently deliver high service standards, based on a combination of Net Promoter Score and ratings for communication and commerciality. Insurers who achieve this recognition are considered by Gracechurch to be reliable choices for clients.
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