Gracechurch, the independent insurance research consultancy, has awarded four separate Service Quality Marque (SQM) accreditations, two covering London Market insurers and two for UK Regional
Market insurers.
London Market Claims Awards
The coveted London Claims SQM was awarded to 11 London insurers in 2025, out of over 40 measured.
The insurers achieving the London claims 2025 SQM are: AEGIS London, AXA XL, Beazley, Chaucer, Chubb, Convex, Liberty Specialty Markets, Markel, The Hartford, Tokio Marine Kiln and W/R/B
Underwriting.
These insurers were all strongly recommended by claims broking specialists using the NPS system and consistently highly rated for two customer-oriented measures, Communication and Commerciality. All exceeded the threshold of at least 85% positive ratings over the previous year, meaning that brokers
(and the insureds) can expect to receive a good claims experience from accredited carriers.
Ben Bolton, Managing Director of Gracechurch, comments:
“Claims service in the London Market is on average stronger today than at any point in the past decade. Many insurers are delivering what brokers and insureds need: responsiveness, expertise, with proactive
communication. However, the continuing wide gap between best and worst performers shows there is still significant service inconsistency.”
London Market Underwriting Awards
Gracechurch has awarded its Underwriting SQM to seven London insurers in 2025, out of over 50 measured.
The insurers achieving the 2025 SQM for outstanding underwriting service in the London Market throughout 2024 are: Arch Insurance, Ascot, Canopius, Convex, IQUW, The Hartford and Tokio Marine
Kiln.
These insurers are all strongly recommended by producing and placing brokers in London and
consistently highly rated for two customer-oriented measures: Collaboration and Customer Focus. All exceeded the threshold of at least 80% positive ratings over the previous year, meaning that brokers (and insureds) can expect to receive a good experience.
UK Regional Market Claims Awards
Three UK Regional Market insurers attained the 2025 claims award; Allianz, Chubb and Ecclesiastical.
Despite the ongoing challenges in the UK regional market, they have all demonstrated consistent excellent service to retain their SQMs.
These insurers are all highly praised by UK claims broking specialists for their effective communication, responsiveness, and knowledge. All exceeded the threshold of at least 85% positive ratings over the previous year, meaning that brokers
and the insureds they represent can expect that they’ll experience a good service.
UK Regional Market Underwriting Awards
Gracechurch has awarded its UK Underwriting SQM to three insurers in 2025.
The insurers achieving the 2025 SQM for outstanding underwriting service in the UK regional market throughout 2025 are: Allianz, Arch Insurance and AXA.
These insurers were both strongly recommended by producing and placing brokers in the UK regional market, and consistently highly rated for two service-oriented metrics: collaboration and customer focus. All exceeded the threshold of at least 80% positive ratings over the previous year, meaning that brokers (and the insureds) can expect to receive a good experience.
Ben Bolton comments:
“Underwriting excellence is epitomised by insurers who collaborate with brokers while maintaining a sharp focus on end-customer needs. In a soft market great service will give competitive edge, and insurers who prioritise service will outperform on growth.”