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The findings are based on responses from insurance brokers operating in the UK commercial market and measure both the quality of the service and the credibility of the claims teams.
For the fifth year running, Gracechurch has awarded Ecclesiastical the Service Quality Marque (SQM), which is awarded annually to businesses that are proven to consistently deliver outstanding service quality for claims handling.
The data, which is based on over 2,7000 individual ratings provided by claims brokers, showed Ecclesiastical is the overall market leader for both Net Promoter Scores (NPS) and Property Claims, topping the table ahead of larger competitors, outperforming the market average on all service metrics and leading the market in communication.
Feedback from brokers also stated Ecclesiastical’s claims team combines excellence in knowledge, accessibility of handlers and efficience.
“I’m really proud of our claims teams here at Ecclesiastical, and this recognition from Gracechurch is for all of them to enjoy. Topping the tables for NPS and Property, and receiving the Service Quality Marque for the fifth consecutive year is a fantastic achievement and testament to all their efforts throughout the year.
“Our satisfaction surveys tell us that we provide customers and brokers with an excellent service, but to receive independent reinforcement of that fact is a great way to start the year.
“I’m grateful to all the brokers who took time to submit their feedback. I can assure them we won’t be resting on our laurels and 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.”
“Congratulations to Ecclesiastical who continue to set the pace for outstanding claims service in the UK market. The team’s service-driven and genuinely empathetic approach is focused on making sure they help their customers through their worst days.”