Gracechurch, the specialist insurance research consultancy, has published the latest insurer service ratings from its UK Insurers Monitor, the UK-wide independent study of brokers conducted in association with BIBA.
The six-monthly results, based on a representative sample of 400+ UK brokers, show service quality continuing to improve: the market average Net Promoter Score (NPS) is up 2 points since the end of 2025. The pace of improvement has slowed, but the market has now gained ground in each of the four years since the study began in 2022, overall a 45-point rise in NPS, from -20 to +25.
In terms of market service most of the boats are rising with 15 of 23 insurers improving their scores. The regional picture is more mixed: two of 11 UK regions improved and five declined.
Competitive pressure is showing in retention rates however, reflecting market conditions. Expected average business retention falls from 90% in mid-2025 to 88% now, with brokers citing rate, competition and poor service quality as the three main reasons policies are not renewed.
Graeme Trudgill, CEO of BIBA, said:
“We are encouraged by the latest set of results, and we have come a long way since the survey first began. With continued input from brokers, we can keep the momentum going and make even more progress. The regional results are important to us and are shared and discussed with members and insurers during our Autumn Tour of the Regions.”
Claims moves to the front of brokers’ selection criteria
Claims service is now the most frequently cited factor influencing where brokers place new business: four in ten brokers rank it in their top three, marginally ahead of coverage. It is the first time claims has headed the list.
Insurer scores in Gracechurch’s UK Claims Monitor, which focuses on commercial broker claims specialists, still vary widely, but the trend is upward: the index is up 17 points since the start of 2023, and the market average has moved out of negative territory to +3. Speed of response and the accessibility of insurer claims teams remain brokers’ most frequently cited ‘pain points’.
Ben Bolton, Managing Director of Gracechurch, says:
“Underwriting and claims service tick up but the market is intensely competitive with insurers fighting to maintain pricing and retain market share. Brand strength, great products and clear appetite are keys to remaining relevant, especially as more and new players, including MGA’s enter the market with distinctive offerings. Winning business is increasingly focused on the insurers’ claims promise, not just coverage, a significant shift. The data also highlights consolidation pressure with increasing share of business flowing to the larger insurers, squeezing the mid-sized carriers. Successful insurers will be those who invest in brand building and clear and appealing customer propositions and products.”
Notes
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, Delegated Claims Authorities, Technology, Talent and Brand Evaluation, and Specialty Product Line 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 393 individual interviews comprising over 2000 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-of-year Report is based on 282 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 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.
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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.
About Insurindex
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Visit www.theinsurindex.com for more information.
