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Gracechurch awards Service Quality Marque to eight London insurers

Updated: Nov 21, 2023

Written by The Insurer | 14th February 2023


Gracechurch has awarded its Service Quality Marque to eight London insurers in 2023, The Insurer can reveal.

The insurers that have achieved the 2023 Service Quality Marque are: Aegis, Beazley, Chaucer, Chubb, Convex, Fidelis MGU, Liberty Specialty Markets and Tokio Marine Kiln.

All the listed insurers were recommended by claims broking specialists and exceeded the threshold of 75+ percent positive ratings for communications and commerciality.

On the insurers, Ben Bolton, managing director of Gracechurch, said: “The people and cultures in these businesses should be exemplars for the rest of the market because their teams are 100 percent committed to delivering excellent service, even in challenging conditions.”

However, Bolton added: “There is still too, sadly, a rump of insurers who struggle to get service right and this is a drag on service overall, but the signs are that the best will help raise the bar over time.

“The evidence shows that many claims teams in the London market really are some of the best in the world: unfortunately this is not sufficiently recognised and the market isn’t selling this as a point of superiority, even though placing and producing brokers want the ‘proof’.

“Going forwards I’d like to see honest recognition of the best and for this to be built into broker recommendations so that the bar is raised. We also want to see the London modernisation programme prioritising claims for technology investment,” he said.

Christopher Croft, CEO of the London & International Insurance Brokers’ Association, concluded: “Congratulations to the Service Quality Marque achievers in 2023. It’s great to see the Gracechurch Quality Marque, which was originally agreed with LIIBA, being so widely used by successful claims teams and also to know that behind the scenes many more are working hard to improve service and achieve the accreditation so that the London claims bar is raised over time.”

The London Service Quality Marque achievers are also showcased at https://theinsurindex.com/service-quality-marque-achievers-2023/

In November, Gracechurch revealed that Lockton’s Maxim De Prins had retained his position as London’s top overall broker for the second year in a row.


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