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Ecclesiastical receives kitemark of quality for claims service

Ecclesiastical has been awarded the Service Quality Marque (SQM) by independent insurance research consultancy, Gracechurch.

The Service Quality Marque (SQM) is awarded annually to businesses that are proven to consistently deliver market leading service quality for claims handling.

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

The findings of Gracechurch’s mid-market 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 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.

Jeremy Trott, claims director at Ecclesiastical, said: “I’m absolutely delighted that Ecclesiastical has 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 proud of the team for delivering under testing circumstances.

“This recognition doesn’t mean that we can rest on our laurels though. 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: “It’s great that Ecclesiastical has attained the SQM in 2021: the Ecclesiastical service performance simply hasn’t missed a beat throughout the pandemic, compared with many insurers who have fallen short.

“This is testament to consistency and application from the Ecclesiastical claims team and proves the adage that ‘a crisis doesn’t prove character, it reveals it.”

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