Gracechurch, the specialist insurance research consultancy has released the latest insurer service ratings from their UK Insurers Monitor, a UK-wide independent study of brokers, conducted in partnership with BIBA.

The latest six-monthly results, based on a representative study of over 400 brokers in the UK, evidence another uplift in service quality with the market average Net Promoter Score (NPS) up seven points since the end of 2024 and the index average at +19.

The improvement represents a 39-point increase since mid-2022 when the study began.

Ben Bolton MD of Gracechurch:

“The best insurers are countering price pressures through delivering better service.  The winners will be those who can successfully execute customer delivery strategies, backed by good technology, people and trusted brands.”

Graeme Trudgill CEO of BIBA:

“It is really pleasing to see a further significant increase in service levels. Gracechurch’s continuing work with BIBA members and insurers shows that the direction of travel is positive and that if we continue to work constructively together, we can grow through innovation and a strong focus on the customer.” 

Service has improved generally across insurers and regions (improvements for 19 out of 22 insurers and nine out of 11 UK regions) which is also positive for the sector: trust in insurance is eroded by inconsistency.

Claims still lags however: the NPS index in Gracechurch’s UK Claims Monitor which tracks commercial insurer service among claims specialists, is up 11 points since the beginning 2023 but the market average still stands in negative territory at -3.

Ben Bolton added:

“Claims improvement is sluggish but with leading insurers investing in claims technology and process improvement we anticipate positive improvements in the medium term…with claims potentially becoming a strategic advantage for some insurers.”

Gracechurch will be announcing its Service Quality Marque achievers in January 2026.  For more information on the scheme and the current holders:  https://theinsurindex.com/news/gracechurch-announces-2025-service-quality-marque-achievers/

Notes to Editors

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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