Gracechurch, the specialist insurance research consultancy released the latest insurer service numbers from their UK Insurers Monitor, a UK-wide independent study, conducted in partnership with BIBA.
The latest full year results show a significant uplift in service quality with the market average Net Promoter Score (NPS) up 9 points since mid-2024 and the index average at +12.
The improvement represents a 32-point increase since mid-2022 when the study started.
Ben Bolton MD of Gracechurch commented:
“Back in 2022 concerns were being raised in various quarters about insurer service…and sure enough the initial survey baseline results reflected those concerns, with low service ratings on average. Since then, many insurers have worked hard to improve, and this seems to have been given greater impetus as competition increases and more deploy research to focus effort on the customers’ and brokers’ most important service requirements. Insurers at the top of our service index are now achieving NPS scores of 30+ …which is positive by any industry standard.”
Graeme Trudgill CEO of BIBA added: “I am delighted to see service scores rise again and the significant, positive progress will be welcomed by our members who are focused on delivering value to customers when buying insurance. The industry has recently come under attack for its service, but the story behind this survey is one of constructive co-operation between insurers and brokers – the objective findings and Gracechurch’s expert advice also help insurers focus their efforts on aspects of service that matter most – and where they can gain competitive advantage.”
Despite the positives, there is still much room for improvement; detailed results show wide service inconsistency across different insurers with a 58-point gap on the NPS between the best and worst performers.
The NPS index in Gracechurch’s UK Claims Monitor which tracks commercial insurer service among claims specialists, is up 9 points since the beginning 2023 but the market average still stands in negative territory at -3.
Bolton concluded: “Claims service is a tougher nut to crack. There have been talent challenges, now easing, plus poor technology and ongoing supply chain issues. The commercial claims process everywhere is quite clunky but, while it’s far from perfect, some of the leading insurers are now getting to grips with it, including the implementation of solid technology. These players will achieve competitive edge as customers are demanding better claims service.”
Gracechurch recently announced its Service Quality Marque achievers highlighting those insurers who deliver consistently high-quality service in claims and/or underwriting. For more information on the winners see: https://theinsurindex.com/news/gracechurch-announces-2025-service-quality-marque-achievers/
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About Gracechurch
Gracechurch is the leading independent consultancy specialising in insurance performance benchmarking.
Gracechurch provides an in-depth range of independent benchmarking reports for businesses in the (re)insurance industry.
Reports include: Claims, Broking, Underwriting, Technology, Talent and Brand Evaluation Reports. Reports are conducted in the London, UK, US and Asia Pacific insurance hubs.
Gracechurch works with over 30 insurance sector clients including insurers, brokers, technology providers and MGAs.
About the UK Insurer and Claims Monitors
The UK Insurer Monitor is an independent representative survey of UK Insurance Brokers. The half year Report is based on 430 individual interviews comprising over 3000 NPS ratings of UK Commercial Insurers. The Report rates over 20 insurers in detail.
The UK Claims Monitor is an independent representative survey of Claims specialists working for UK Commercial Insurance brokers. The end year Report is based on 297 individual interviews and 3,000+ NPS ratings of the claims service of UK Insurers. The Report rates over 20 Insurers in detail.
The studies are conducted in Partnership with BIBA: the market level service trends are shared in order to encourage improved service across the market. Gracechurch only shares the detailed Insurer results with the Insurance businesses, helping them to focus on where to take action.
Contact
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About Insurindex
Insurindex is the publishing channel where insurance businesses objectively showcase their brands, activities and innovative thinking.
Insurindex is powered by Gracechurch data and other curated sourced of evidence.
Insurindex’s mission is to help insurance businesses adapt to a modern world where brand matters and modern marketing is the key to fuelling growth. Over time, collective improvement will help the sector become more valued, trusted and successful.
Visit www.theinsurindex.com for more information.
About the British Insurance Brokers’ Association
The British Insurance Brokers’ Association (BIBA) is the UK’s leading general insurance intermediary organisation representing the interests of insurance brokers, intermediaries and their customers.
BIBA membership includes around 1800 regulated firms, employing more than 120,000 people.
General insurance brokers contribute 1% of GDP to the UK economy; they arrange 77% of all general insurance with a premium totalling £105.5bn and 94% of all commercial insurance business.
Insurance brokers put their customers’ interests first, providing advice, access to suitable insurance protection and risk management.
BIBA receives hundreds of thousands of enquiries per year to its Find Insurance Services, online and via the telephone, which are directed to insurance broking firms.
BIBA is the voice of the sector advising members, Government, regulators, consumer bodies and other stakeholders on key insurance issues.