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2022 UK Mid-Market Claims Service Quality Marque Winners Announced

Gracechurch, the independent insurance research consultancy, has awarded its coveted Service Quality Marque to three UK Mid-Market insurers in 2022.

The insurers achieving the 2022 Outstanding Service Quality Marque are: Allianz; Chubb and Ecclesiastical.

These insurers are all praised by claims broking specialists in the UK Mid-Market for their effective communication, responsiveness and overall broker service and customer focus.

All exceeded the threshold of 75%+ positive ratings over the previous year, meaning that customers who use them can trust that their experiences will be good.

Ben Bolton, Managing Director of Gracechurch, comments:

“After another year of Covid disruption, messy working arrangements, and generally slow claims service, it feels good to be naming some of the carriers who have done a great job despite the circumstances. We know how much work the teams at these insurers have put in and they totally deserve the recognition. Any UK business looking for excellent claims service should have these three on their shortlist.”

The study, now in its 8th year and conducted among specialist claims brokers, shows that the UK Mid-Market’s service has improved since 2020 but also that brokers are still experiencing service inconsistency. The prevailing view is that claims handling needs to be faster and more responsive to meet rising customer expectations.

Bolton adds:

“The evidence shows that claims technology being deployed in the UK SME market by major carriers enables better service. The next phase of claims service development will be very much about how quickly and effectively technology can be implemented by carriers; it won’t be just ‘nice to have’.”


About the Claims Service Quality Marque

The SQM is awarded annually to claims teams who have been rated as having consistently outstanding service quality based on the Gracechurch Claims Service Monitors.

18 UK Mid-Market Insurers were measured, based on 2,206 individual ratings.


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