Report

2025 Claims Service Quality Marque Achievers

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Running in its 9th year, the Gracechurch Service Quality Marque is awarded annually to UK and London Market insurers based on the Net Promoter Score (NPS) achieved by each insurer over the previous year, combined with how they rate Communications and Commerciality.

According to Gracechurch evidence, SQM achievers consistently deliver great service experiences at least 75% of the time and rate highly on being customer focused. This means that brokers can confidently recommend these insurers to clients.

London Market Claims

Congratulations to the 11 Insurers who achieve the London Market Claims SQM in 2025. Claims service across the London Market is, on average, stronger today than at any point in the last decade. We are pleased to see plenty of outstanding service, with insurers providing brokers and insureds with the responsiveness, proactive communication and claims knowledge they need.

Consistency is key in claims service, and Aegis London stands out as one of the most reliable providers in the London Market, proudly earning the Service Quality Marque every year since 2017.

Congratulations to AXA XL on receiving the Service Quality Marque award in Claims – a remarkable accomplishment considering the breadth and scale of the business. Brokers particularly commend the team’s exceptional expertise and knowledge.

Beazley consistently delivers outstanding service, marking the ninth consecutive year it has received the Claims SQM. This sustained success stems from strong leadership support and a dedicated team committed to providing a market-leading claims proposition. The team is especially praised for its technical expertise and excellent working relationships.

Chaucer has been a leader in claims service within the London Market for several years, and this year is no different. The Chaucer team is recognized as the most responsive and best at communication among London carriers, a testament to their dedication and consistent excellence. Congratulations to the team.

Chubb stands out as the only insurer to receive the Claims Service Quality Marque for excellence in both the London and UK Regional Markets. Chubb consistently delivers top-tier service across its entire commercial insurance portfolio, from SMEs to the largest and most complex P&C risks.

Congratulations to the Convex claims team for delivering exceptional service throughout 2024, setting a new benchmark for claims excellence in the London Market with their unwavering focus on service. Convex continues to lead the way, setting the standard for others to follow.

LSM has been awarded the Claims Service Quality Marque for the 9th consecutive year – a remarkable accomplishment for a large and diverse team within a growing global business. In 2024, LSM’s claims service demonstrated continuous improvement, achieving service levels among the very best in the market.

For the second consecutive year, Markel has been awarded the SQM. Brokers commend its exceptional service across key areas, including speed of response and settlement, technical excellence, and strong communication.

The Hartford claims team has demonstrated remarkable growth and development, achieving the 2025 Service Quality Marque—a significant milestone reflecting strong leadership and the team’s hard work. The Hartford is now widely recognized as one of the top claims teams in the London Market.

Consistently excellent, cohesive, and committed to delivering exceptional service, TMK continues to rank among the top claims teams across all aspects of claims service with its ‘The Human Way’ philosophy. Achieving the SQM every year since its launch in 2017, TMK has truly set a remarkable standard.

W/R/B Underwriting earns the Service Quality Marque for the first time in 2025, a testament to their clear ambition and determination to be the best, reflected in their top quartile performance throughout 2024. Their ‘no stone unturned’ approach to service is highly valued by the claims community, and rightly so.

UK Market Claims

Despite the challenging service conditions in the UK regional market, three players have achieved the SQM in 2025. These are the same players who have achieved the Service Quality Marque since 2022, demonstrating their commitment and consistency. 

In 2024, Allianz achieved its highest-ever NPS across three consecutive quarters. With a constant focus on delivering exceptional claims service, driven by its people and supported by technology, Allianz continues to stand out in the UK insurance market. It is, once again, rightfully awarded the UK Claims Service Quality Marque.

Chubb is the only insurer to receive the Claims Service Quality Marque for its performance in both the London and UK Regional Markets. It consistently delivers high-quality service across its entire commercial insurance portfolio, from SMEs to the largest and most complex P&C risks.

Ecclesiastical consistently delivers outstanding claims service and rightfully earns its place as one of the leaders in the UK insurance market. The team excels in blending technical expertise with efficiency and empathy. Congratulations to the entire team.