A selection of our clients:
At Amlin delivering high quality client service is one of our strategic priorities. We have worked with Gracechurch for well over a decade because they uniquely provide high quality independent research that allows us to objectively measure service quality. They always deliver clear results and actionable recommendations. Their team understands our business and the market and delivers hugely valuable insights above and beyond the research results.
In recent times we have found Gracechurch’s other Reports useful; for example we are using the findings of The Broker Experience Report to help with planning the development of our new office environment.
At Hiscox our values define our business. We see ourselves as innovators in the market, and set high standards for the brand and service delivery.
We have worked with Gracechurch for a number of years and use their independent Reports as one of the key measures of our performance. We worked with Gracechurch when developing our claims proposition and the London Claims Report has given us an impartial measure of our performance trends and reputation in the London Market.
We are proud of our achievements in Claims and our excellent service results shown in the Gracechurch Report are now quoted in Hiscox’s Annual Report.
The Gracechurch survey provides a good medium to receive feedback from brokers on our performance as a claims team enabling us to pick up and action service issues to improve our offering. Since our first involvement, we have had a huge push on accessibility, we had thought our adjusters were always easily available but the feedback showed us that this was not how we were perceived. We have made significant enhancements to our website, created a Claims Helpdesk function and published all our adjuster’s company mobile phone numbers on our website. Additionally, we now insist that our adjusters meet or telephone brokers to discuss any issues or problems and make some personal contact, rather than just fire off an email. This has made a significant difference to our rating, sure, but more importantly, our customers now get faster answers and a better service.×
We had made use of a number of Gracechurch’s London Market omnibus surveys in the past but, in 2014, were keen to generate some more specific and focused material that would both develop our understanding of the strengths and weaknesses of our underwriting and claims teams and give us a basepoint against which to monitor changes in perception. With Gracechurch, we developed a research programme which combined a number of group discussion sessions and one-to-one conversations with placing and claims brokers. The outcomes of these were then modelled against our own team’s assessments of their performance to highlight areas of possible focus. This was a major piece of work, in terms of logistics, of handling the interview process and presenting the material to our senior management and our operating units in a way that was both comprehensive and actionable. We were delighted in the way that the Gracechurch team worked with us and delivered exactly the sort of outputs we were looking for.×
The Gracechurch reports provide us with feedback for our underwriting and claims teams which helps us to focus on key areas of improvement as well as identifying areas of success. Each report enables us to track the market’s perception of individuals and our service and we consider the suite of surveys as good value to our business. We find our discussions with Ben and his team insightful both about the general market and our business.×
At AXA our values are firmly centred on our customers and the quality of service we deliver to them.
Over the last two years Gracechurch’s independent Report on the UK Claims Market has become established as one of the key inputs for measuring and monitoring our claims performance and reputation. The Report and the insights from Gracechurch provide us with timely and highly specific data, showing how our teams are performing overall, by business class and against specific competitors. The results, combining statistics and extensive verbatim, provide compelling and actionable insights. We are now working closely with the Gracechurch team to ensure that this intelligence is used to support all aspects of decision-making around our claims offer.