Gracechurch recognises 12 insurers for outstanding claims service

One firm gets double commendation

Gracechurch recognises 12 insurers for outstanding claims service


By Terry Gangcuangco

Achievers of the 2024 Claims Service Quality Marque (claims SQM) have been announced by Gracechurch Consulting.

According to the research and advisory company, 10 London Market insurers and three from the UK market were awarded the independent accreditation this year.

The London Market’s AEGIS London (whose claims team is pictured above), Beazley, Chaucer, Chubb, Convex, HDI Global Specialty, Liberty Specialty Markets (LSM), Markel, MS Amlin, and Tokio Marine Kiln (TMK) achieved the 2024 SQM for claims; Allianz, Chubb, and Ecclesiastical made the cut for the UK market.

“AEGIS London’s strong upwards trajectory has continued in 2023: it’s now firmly established as one of the best in the market at providing a consistently excellent claims service,” Gracechurch managing director Ben Bolton said in an emailed release. “Brokers single out the team’s outstanding communication skills for particular praise.”

It was noted that the annual SQM is based on the Net Promoter Score achieved over the previous year and how insurers rate on communications and commerciality.

AEGIS London has been awarded for nine straight years, while those who have been achievers for eight years in a row include Allianz, LSM, and TMK.

“Allianz has built on its long history of achieving the Service Quality Marque this year, and brokers are now more positive about its claims service than at any point since 2018,” Bolton said. “The insurer combines this level of service with its outstanding global reach, broker familiarity, Claims Hub, and overall market reputation.”

The managing director had this to say about LSM: “LSM’s size does not stop it from communicating effectively and giving brokers the personal touch. LSM’s highly knowledgeable staff, team depth, and communication stand out to brokers, who know that the service they receive will always be technically astute and delivered in a way that makes it easy for them and their end clients.”

Chubb, as listed above, is the only insurer that was honoured in both the UK and London Market categories. The company had the same outcome in 2023.  

Gracechurch stated: “Chubb’s combination of timely communication and expert knowledge is highly valued in the UK market. Communication is more important than ever in making brokers feel they’re getting the service they need and delivering strong customer experience. Chubb couldn’t be better placed going into 2024.

“Chubb has a more consistent long-term record of claims service improvement than anyone else in the London Market. It continues to maintain a focus on granular improvement that belies its size. Brokers praise the combination of responsiveness and knowledge that Chubb brings to the table.”

Gracechurch has a separate SQM for underwriting.

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