Beazley is proud to have been awarded the Outstanding Service Quality Marque 2021 for claims service by Gracechurch Consulting, the independent insurance research consultancy, for the fifth year running.
The Service Quality Marque is awarded to insurers that perform well against claims service data and insight based on research involving London market brokers during 2020 – a year in which the market faced unprecedented service challenges. Beazley is among six insurers who have been awarded the marque this year.
Beazley came highly recommended by claims broking specialists particularly in the areas of communications, speed, expertise, commerciality and maintaining strong relationships. The report data showed how Beazley has significantly improved against its own score across all service attributes year-on-year, as well as against the market average. Over the full year, Beazley’s net promoter score increased, and is well ahead of the market average.
Beth Diamond, Beazley’s Group Head of Claims, said: “Being recognised for our claims expertise and quality of service says everything about the people in our team and their dedication to always striving for a higher level of excellence. Most rewarding is that our results show consistency across our team, which demonstrates our claims commitment to being client centric in all we do.”
Colin Masson, Beazley’s Head of First Party Complex Claims, added: “Getting feedback like this as the result of helping our clients in the most difficult of times makes me incredibly proud of our team, and is recognition from brokers of our commitment to striving for better and aiming to go further for our clients.”
Ben Bolton, Gracechurch Consulting Managing Director, said: “Great service is about investment, planning and consistent execution: the teams who gained the Gracechurch Service Quality Marque in 2020 showed that they could deliver no matter what was thrown at them. They excelled in communications and worked with empathy, always making sure that brokers and customers were treated fairly and kept fully informed."
Beazley’s claims team is guided by three main principles: being bold, striving for better and doing the right thing. Navigating 2020 with these principles in mind ensured that the team upheld the Beazley claims service standards of expertise, responsiveness, partnerships, fairness and accountability.