Gracechurch-BIBA survey: Insurer service up significantly but claims service and consistency still cause challenges

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 10 points since the beginning 2023 but the market average still stands in negative territory at -4.

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/