23rd October 2023

Insurer service improves but still room for improvement according to latest Gracechurch-BIBA Survey

The latest results of the Gracechurch-BIBA UK Insurers Monitor show that the average Insurer Net Promoter Score (NPS) is up by 9 points since January, and +16 points since mid-2022, a solid trend of improvement.

The results from the independent UK-wide commercial broker study, also show that while there has been an upswing, overall NPS is still below zero (-4) indicating plenty of room for further improvement.

Graeme Trudgill, BIBA CEO, said: “We are really pleased to see objective evidence of positive progress on service and hope that the pace of improvement continues, especially because we are all working in a challenging economic environment where poor service can erode trust.  I am also encouraged that the detailed results are being used by insurers to pinpoint where improvements can be made and that some insurers are really picking up the baton and taking positive action.”

The September results show 9 out of 22 insurers now have a positive NPS with the highest scoring insurer setting the pace with an impressive NPS of +28.

Gracechurch MD, Ben Bolton, commented: “When we started the study in mid’22 insurer scores were pretty low across the board and only one insurer was in positive NPS territory. However, in the last 7-8 months we have seen several insurers’ service levels pick up strongly, sufficient to move the overall market performance in a positive direction.”

However, there is still some way to go before the sector is firing on all cylinders. There are six insurers with scores of -22 or less and a widening gap between the best and the worst performers, which causes frustration for brokers trying to deliver consistently good service to customers.

Bolton added: “The main service challenges still revolve around ‘brilliant basics’ such as insurer responsiveness and claims service especially, which is particularly sensitive at the moment.  There is no doubt that staffing challenges remain, but they have eased, and the sector now needs to move forward, especially because the new Consumer Duty regulation has come into force with a strong focus on customer outcomes.”

One particularly positive note is that eTrading technology is now used daily by around seven in ten brokers, and while there are some issues to resolve around escalation and flexibility of quotes, brokers are positive that the technology can help them to be more efficient around standard product quotes, freeing up more time to focus on customers.

Trudgill concluded: “BIBA is very positive about the uptake of eTrading and sees a great opportunity for it to enable a better, more efficient offer for customers. Because of this we are looking to do more detailed research with Gracechurch and our technology partners including Polaris, to get a better handle on how to optimise eTrading for the benefit of the whole market.”


Notes to editors

  1. About the Gracechurch-BIBA UK insurers monitor
    The UK Insurers Monitor is an independent benchmarking report of UK Commercial Broker views on insurer service and reputation. It is based on a nationally representative sample of UK commercial brokers. The study is run in partnership with the British Insurance Brokers’ Association (BIBA), whose support helps build a comprehensive objective study. BIBA does not influence the conclusions or have access to individual insurer results.

The September findings are based on 267 individual broker interviews and nearly 2,000 individual NPS ratings of insurers.  The 2023 study is based on over 600 interviews and 5000+ NPS ratings.


  1. For further information please contact BIBA’s press office

Pam Quinn
Head of Communications
020 7397 0223
[email protected]

Leighann Forsyth
Deputy Head of Communications
020 7397 0224
[email protected]


  1. Contact Gracechurch

Ben Bolton
Managing Director [email protected]

Angelica Martinez
Marketing  [email protected] 

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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 100,000 people. General insurance brokers contribute 1% of GDP to the UK economy; they arrange 74% of all general insurance with a premium totalling £85.8bn and 93% of all commercial insurance business. Insurance brokers put their customers’ interests first, providing advice, access to suitable insurance protection and risk management.

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