Why the Gracechurch Service Quality Marque matters

But what does the Gracechurch Service Quality Marque mean in practice? And why should it matter to you as a broker?

At Ecclesiastical, delivering exceptional claims service isn’t just an aspiration - it’s something we measure, test and continually refine. That’s why the independent insight and benchmarking provided by Gracechurch is so important. Their research helps us understand how our service performs in the moments that matter most to your clients and shows us where we can improve.

Gracechurch’s Claims Service Quality Marque (SQM) recognises insurers who deliver consistent, high quality claims service, based on robust, evidence-based evaluation. Their research focuses on the areas that make the greatest difference to the claims experience - responsiveness, clarity, technical expertise and empathy.

These aren’t abstract performance measures, they represent the standards of care we believe every client should receive.

These results give us valuable insight into how our service is performing and where we can continue to strengthen it. It helps us to invest in a cycle of continuous improvement, ensuring we keep delivering the high quality experience brokers and clients expect from us.

We have reviewed our broker engagement activity to better understand what truly matters. We have been exploring themes such as how service metrics, including areas like speed are interpreted by brokers and clients, and how these expectations shape the next phase of our claims philosophy roadmap.

The findings have also highlighted meaningful opportunities to communicate more clearly and consistently. We are working closely with our marketing team to develop helpful broker education tools and to share updates on the initiatives within our strategy, bringing brokers and clients with us as we evolve our service.

Importantly, the insights reinforce the value of supporting the end client by reducing unnecessary touchpoints and shortening lifecycles. By listening carefully and acting on what matters most to them, we can continue to improve outcomes and strengthen the service experience for everyone we work with.

This year, we were incredibly proud to see Ecclesiastical recognised as a market leader in several key areas. Based on more than 2,700 individual broker ratings, the data shows Ecclesiastical is:

• The overall market leader for Net Promoter Score (NPS)
• The top performer for Property Claims
• Broker feedback also highlighted the strength of our claim’s teams’ knowledge, the accessibility of our handlers, and their efficiency - qualities we know matter most when supporting customers through difficult times.

Read the press release

We know that when you recommend an insurer, you want clear, dependable evidence behind your guidance. Gracechurch’s independent benchmarking offers that reassurance.

The 2025 Gracechurch-BIBA survey shows that claims performance still varies significantly across the market - with a 58-point gap between the strongest and weakest insurers.

This variation supports the importance of independent insight. It helps you understand where insurers stand - and it helps us understand what more we can do to strengthen the service your clients rely on.

The insights we receive from Gracechurch help us shape a claims service that is calm, expert and genuinely supportive. It underpins our commitment to doing the right thing for clients and offers you the reassurance you need when deciding who to recommend.