Revealed – insurers awarded for claims service

Ten companies receive recognition

Revealed – insurers awarded for claims service

Insurance News

By Terry Gangcuangco

Research and advisory company Gracechurch Consulting has awarded the 2023 Outstanding Claims Service Quality Marque to 10 insurers.

Under London Market claims, those that made the cut are: AEGIS London, Beazley, Chaucer, Chubb, Convex, Fidelis MGU, Liberty Specialty Markets (LSM), and Tokio Marine Kiln (TMK). For the UK Regional Market, Chubb was again listed, alongside Allianz and Ecclesiastical.

AEGIS London did not issue a release on the recognition but commented on Gracechurch’s post on LinkedIn. The company said it was “very proud” to be recognised for the eighth straight year.

For specialist insurer Beazley, it’s been seven years in a row.

“Beazley has again been one of the strongest claims teams in the London Market, delivering a responsive, timely service,” noted Gracechurch managing director Ben Bolton. “Clients and broker partners have the added confidence that Beazley has the experience and technical depth to solve the most complex claims challenges.”

Commenting on the accreditation, Beazley group head of claims Beth Diamond cited the firm’s “consistently reliable high-quality” claims service.

“We work extremely hard at Beazley to ensure that we do the right thing and strive for better in all that we do,” said Diamond in a release. “Such market acknowledgment is not only very flattering – it also shows us that we are on the right track.”

“Delighted” to again receive the claims quality marque is Chaucer, which posted on LinkedIn: “Chaucer has some of the best claims professionals in the business and we pride ourselves in the high quality of service we provide to our clients, and it’s great to see our team’s hard work independently recognised.”

“A fair and straightforward approach is integral to swift claims resolutions,” reads the social media post by Convex. “Experience tells us this is only possible if we see things from our clients’ perspective: providing a responsive service, clear communications, and timely decisions.”

“We are honoured, once again, to be recognised for the quality and consistency of our claims service,” said LSM chief claims officer Mike Gillett in their announcement. “Our team aims to deliver exceptional value at every stage of the claims journey, through our integrated claims, underwriting, and risk management services.”

Claims head Tobin Ryan had this to say: “We’re very proud that TMK has been recognised for outstanding claims service once again. We pride ourselves on the great relationships we have with our clients where we strive to build trust by providing an outstanding claims service, especially during times of need.

“We call this the Human Way where, through listening to and understanding our clients’ needs, we aim to get things right first time to help them get back on track quickly and keep the world moving.”

Bolton said of the insurer: “Allianz is one of the largest players in the UK market and its service quality is impressive: investment in claims portal technology has been executed really well, achieving a great balance between people and tech and setting a high bar for the competition.”

Allianz Commercial claims strategy & customer experience director Margaret Scott, meanwhile, added that the company’s claims handling teams “absolutely” deserved the recognition.

“Their expertise and customer focus are making a difference – and our broker partners have noticed it,” she said. “It’s giving us further motivation to pursue our claims strategy and deliver excellent service.”

The specialist insurer was commended for its “excellent” personal service and for setting a high bar for the market.

“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,” noted Bolton.

Meanwhile claims director Jeremy Trott stated the following in a release: “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.”

Trott also asserted that he is “determined” to continue to improve Ecclesiastical’s performance levels.

There were no comments from Chubb and Fidelis MGU.

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