Report

2026 Claims Service Quality Marque Achievers

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Running in its 10th 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 excellent service experiences, achieving ratings of over 75% and scoring highly for being customer-focused. This means brokers can confidently recommend these insurers to their clients.

London Market Claims

Congratulations to the 14 insurers who achieved the London Market Claims SQM in 2026. We are pleased to see continued improvement in claims service, with insurers providing brokers and insureds with the responsiveness, proactive communication, and technical expertise they need to manage claims effectively.

AEGIS London is awarded the Service Quality Marque for the tenth consecutive year in 2026. The result reflects a claims team that continues to deliver consistently high standards of service and dependable outcomes in the London Market.

AXA XL achieves the 2026 Claims Service Quality Marque for the second year in a row. Broker feedback highlights the team’s technical capability, commercial approach and strength of working relationships, supporting the delivery of claims service at scale.

Beazley secures its tenth consecutive Claims Service Quality Marque. Broker feedback continues to reference the team’s expertise, responsiveness and professional approach, underpinning consistently strong claims service performance.

Berkley Specialty London is recognised for strong claims service performance. Broker feedback highlights technical capability, responsiveness and clear communication.

Chaucer is awarded the Service Quality Marque for the tenth consecutive year. The team performs strongly across multiple measures, with speed of service remaining a particular area of differentiation in the London Market.

Chubb remains the only insurer awarded the Claims Service Quality Marque across both the London and UK Regional Markets. This reflects consistent service delivery across its commercial insurance business, supported by a knowledgeable and accessible London claims team.

Convex secures a fourth consecutive Service Quality Marque, reflecting performance across speed, communication and commerciality. Broker feedback continues to reference the team’s people-focused approach to claims handling.

Welcoming a new recipient, The Fidelis Partnership delivered a solid claims performance in 2025, with service levels showing continued improvement. Brokers reference responsiveness, communication quality and accessibility, supported by knowledgeable claims handlers.

Lancashire records an improved claims performance in 2025, finishing seven places higher than in 2024. Brokers highlight responsiveness, accessibility and communication quality, positioning the team among Market leaders.

Liberty Specialty Markets earns the Claims Service Quality Marque for the tenth consecutive year. This milestone reflects the strength of LSM’s claims performance and the team’s unwavering commitment to delivering outstanding service to its broker community.

MS Amlin records its strongest claims performance to date, securing a top-five Market position and a third consecutive Service Quality Marque. Broker feedback reflects consistency and quality across claims interactions.

Munich Re Syndicate is awarded the 2026 Service Quality Marque following a strong year for claims service. Its claims function is consistently described as easy to deal with, with a clear and sustained focus on delivering high-quality service.

The Hartford secures the 2026 Service Quality Marque for the second consecutive year. Brokers consistently rate the claims team highly for service quality, reinforcing its position as a trusted and leading claims operation in the London Market.

A continued focus on the fundamentals of claims service delivers a market-leading performance in 2025, securing TMK’s tenth consecutive Service Quality Marque. Brokers value the team’s responsiveness, communication and friendly approach, exemplifying TMK’s ‘The Human Way’ philosophy.

UK Market Claims

Despite the challenging service conditions in the UK regional market, three players have achieved the SQM in 2026. These are the same players who have achieved the Service Quality Marque since 2022, demonstrating their commitment and consistency. 

Allianz delivers another outstanding year for claims service, achieving its highest-ever NPS. Brokers consistently highlight the accessibility of the claims teams, clarity of communication and the effective use of technology to enhance the service experience.

Chubb continues to deliver consistent claims service quality across both the London and UK Regional Markets. Brokers reference expertise, responsiveness and a commercial approach across both operations.

Ecclesiastical is awarded the Service Quality Marque for the fifth consecutive year. The result reflects consistently high service delivery, supported by specialist knowledge and a personalised approach to claims handling.