Claims service tops table in broker poll

The findings are based on responses from insurance brokers operating in the UK commercial market and measures both the quality of the service and credibility of the claims teams.

Gracechurch’s UK claims monitor report saw Ecclesiastical topping the Net Promoter Score (NPS) table, which shows that brokers are likely to recommend the specialist insurer based on their claims service.

The report showed that Ecclesiastical had improved on last year’s performance, beating 20 other insurers to top the table for 2022. Three in ten brokers awarded top marks, placing Ecclesiastical as the only insurer in the top quartile - 40 points ahead of its nearest competitors.

The data also shows Ecclesiastical is a market-leader in both casualty/liability and property markets and that its staff and their approach, including decision making and ownership of individual claims, sets it apart from competitors in the market.

For the second year running, Gracechurch has awarded Ecclesiastical the Service Quality Marque (SQM) which is awarded annually to businesses that are proven to consistently deliver outstanding service quality for claims handling.

Jeremy Trott, claims director at Ecclesiastical, said: “I’m absolutely delighted that Ecclesiastical has again come top for service and been awarded the Service Quality Marque by Gracechurch.

“We know based on our own satisfaction surveys that we provide customers and brokers with an excellent service, but to receive independent reinforcement of that is always good and I’m incredibly proud of the team. The report also shows us areas where we can improve, which we’re always looking at.

“We have ambitious goals for the business and to be known throughout the sector as a leading claims service provider. I am determined to continue to improve our performance levels to help our business grow while providing customers with the top quality service they’ve come to expect.”

Ben Bolton, managing director at Gracechurch Consulting, said: “Ecclesiastical stands for and delivers excellent claims service, topping the service charts in most service attributes that we test, but especially on responsiveness and staff knowledge.

“The personal service from the specialist team is excellent and sets a high bar for the Market overall.”

More information on the kitemark can be found at theinsurindex.com.