The team scored 78% positive ratings according to Gracechurch and has been on, what the consultancy described as, a ‘steady upwards trajectory’.
In order to earn the award in the annual survey of London market claims operations, AEGIS London’s team had to be recommended by claims broking specialists and exceed the threshold of over 75% positive ratings for communications and commerciality.
Gracechurch Consulting said that AEGIS London’s service was among the best in the market giving it a strong platform for even further improvement in 2024.
Ben Bolton, managing director, Gracechurch, said: “AEGIS London's strong upwards trajectory has continued in 2023: it's now firmly established as one of the best in the market at providing a consistently excellent claims service. Brokers single out the team's outstanding communication skills for particular praise.”
Kerry Williams, AEGIS London’s head of claims, having taken over the role in 2023, said: “This is my first Gracechurch marque as head of claims, which makes it very special. These are challenging times for London market claims operations but I think we’ve built on our track record and really pushed the envelope when it comes to dealing with clients and brokers.”
Alex Powell, AEGIS London’s CEO, said: "Kerry had the unenviable role of taking over our claims leadership from industry stalwart Richard Foulger. She’s done a tremendous job, as shown by this new Gracechurch marque and is really making an impact on the outstanding service we offer.”
The Gracechurch Service Quality Marque is awarded annually based on the Net Promoter Score (NPS) achieved by each insurer over the previous year combined with how they rate on communications and commerciality.
Based on the Gracechurch evidence, service quality marque achievers deliver great service experiences consistently at least 75% of the time, and rate highly on being customer focused. According to Gracechurch, this means that brokers can recommend these insurers to clients with confidence.
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