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UK Regional 2024 Claims Service Quality Marque Achievers Announced

Gracechurch, the independent insurance research consultancy, has awarded its coveted Service Quality Marque to three UK Regional Market insurers for 2024...

Despite the ongoing challenges in the UK regional market, three carriers have demonstrated consistently excellent service to retain the SQMs they were awarded in 2022 and 2023: Allianz, Chubb and Ecclesiastical.
 

These insurers are all highly praised by UK claims broking specialists for their effective communication, responsiveness, and knowledge.
 

All exceeded the threshold of at least 75% positive ratings over the previous year, meaning that Brokers and the Insureds they represent can expect that they’ll experience very good service.
 

Ben Bolton, Managing Director of Gracechurch, comments:
 

“Over the past year, the UK insurance market has grappled with inconsistencies in service quality to Brokers and Insureds. Some claims teams perform very well, but others have struggled with response times and communicating effectively. What we can say looking at our SQM achievers is that brokers definitely know what great service feels like when they experience it.”
 

The study, now in its 10th year and conducted among specialist claims brokers, shows that, despite incremental overall improvement in 2023, there is still significant claims service inconsistency across the UK Market. Whilst technology is an important component and an enabler of service delivery, people remain essential to excellent claims service.
 

Gracechurch partners with the British Insurance Brokers Association (BIBA) on the survey and Graeme Trudgill, BIBA CEO comments:
 

“Insurance brokers look to insurers to deliver a first class claims service to customers during their time of need. The insurers receiving the Gracechurch Service Quality Marque are to be commended as they set an example for the rest of the industry”
 

Ben Bolton also comments on the increasing role of technology in claims:

“This year, our data shows that the optimal role of claims portals is becoming clearer. Brokers don’t view portals as a replacement for people, but rather as a useful tool that can save time and enhance access to key decision-makers who help provide customer-focused solutions. Good communication is a key to success this year with the research showing that communication is now the main driver of excellent service.”

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