Gracechurch

How can we ensure that insurers’ claims services can help you move forward? In partnership with BIBA, Gracechurch is tackling the challenges of insurer claims service. “After consistent improvement in 2023, service levels are showing ongoing progress, albeit at a moderated pace. The overall UK market NPS remains in negative territory, a one-point improvement from year end.” - Ben Bolton, Gracechurch MD. Join the Voice of the Broker programme and make your voice heard on insurer claims service. 👉 https://lnkd.in/eQ37s9Vk #voiceofthebroker #insurerservice #insurance #brokers #service

Frustrated with #underwriters not responding to your emails? Feel like your #insurers are not providing the service you expect? Want to see improvement to insurer service? Want to recognise those insurers who constantly deliver a good service? Become a Voice of the Broker Champion and help us create a constructive, industry-wide dialogue about improving service to customers. In 2022, in response to BIBA’s advisory boards raising concern about insurer service, BIBA in partnership with Gracechurch, established an industry-wide independent benchmark survey of current perceptions, part of the Voice of the Broker programme designed to help raise the bar of service in the UK regional market. Two years on, with over 1,000 independent broker interviews and 10,000 Net Promoter Scores (NPS) analysed, insurer service is on the rise—but there’s still more work to be done. We are now inviting brokers from across the UK, to become a Voice of the Broker Champion, and sit on our newly formed Champion’s Council. As a Voice of the Broker Champion, you will be at the forefront of driving improvements in insurer service across the entire UK insurance market. The goal is to help BIBA objectively understand broker challenges and where service issues are most acute (e.g. by business class, region etc.). The results are used to create a constructive, industry-wide dialogue about improving service to customers, and gain deeper understanding of how specific relevant developments, such as E-trading, are working out. Sign up here to become a Voice of the Broker Champion: https://lnkd.in/e_g-jyEn #broker #championscouncil #service

Inspired by John Pluck and his mission to conquer Kilimanjaro, this week's newsletter celebrates those who consistently go above and beyond in their roles! A special shoutout goes to the following standout individual and teams in the UK regional market: Nicole Beeby, Arch Insurance International's Manchester team, Aviva's Property team and Tokio Marine HCC's Manchester, PI, team. We’re also excited to announce the upcoming release of the UK Insurers Monitor on September 12 and the launch of our new Champions Council. Read the full newsletter for all the details! #Service #UKMarket #Insurers #GWPNewsletter

How important are soft skills in London Market claims management? At the recent London Claims Social, Alex Reynolds Chief Claims Officer at Marsh, highlighted the vital role of soft skills in London Market claims management. While technical expertise is vital, Reynolds emphasized that the ability to build trust, communicate effectively, and demonstrate empathy sets great claims handlers apart. He stressed the importance of understanding clients' emotional states, using clear language, and managing relationships—especially in the complex London Market. Read the full article here: https://lnkd.in/eA4K-_jh #LondonMarket #claims #claimsmanagement

We're excited to support John Pluck as he embarks on an incredible journey to climb Mount Kilimanjaro!  🗻💪 This September, John, the Chief Canadian Officer at Shepherd Compello, is taking on this challenge to raise awareness and funds for Thrive Youth Development Canada, and we're behind him every step of the way! Discover more about John's inspiring mission and how you can support the cause here: https://lnkd.in/ggcg4_w6 #climbingforacause #thriveyouth

Tokio Marine Kiln's claims philosophy is all about the "human way." Treating people with kindness, and having clear communication is central to TMK's ethos, where every client and customer receives the same level of care and respect. In the recent SQM award handover, Victoria Joslin, Deputy Head of Claims, highlights how this philosophy not only enhances client relationships but also plays a key role in retaining top talent within the company. Watch the full video to learn more: https://lnkd.in/ehkZAvYF #claimsphilosophy #SQM #claims #talent Ben Bolton

In this week's newsletter, Rebecca talks about the upcoming UK Insurers Monitor (UKIM), highlighting recent trends and improvements in service levels. We also recognise the following individuals for their exceptional service: Adam Kelly, Alana Galbraith Cert CII, Darren Lancashire and Jag Khaira . #Service #UKMarket #Insurers #GWPNewsletter

Are your insurers top of the table? The Gracechurch UK Insurers Monitor, in partnership with BIBA, highlights some of the key trends seen across the market. This study has been established to provide a high-quality, independent, representative and robust view of placing #broker opinion on insurer service and reputation. Join the Voice of the Broker programme to make your voice heard and get access to regular reports on service quality, including claims and underwriting,covering key overall results. Sign up here 👉 https://lnkd.in/eQ37s9Vk #voiceofthebroker #insurerservice #insurers #brokers #service Ben Bolton Graeme Trudgill FCII, Cert Mgmt

“We always put the clients at the heart of what we do.” – Tobin Ryan, Head of Claims at Tokio Marine Kiln. We are delighted to present the Claims Service Quality Marque to Tobin Ryan and Victoria Joslin, Deputy Head of Claims, in recognition of their team's outstanding work. 🏆 During the award handover, Tobin shared the secret behind their success and highlighted the importance of Gracechurch research in delivering exceptional claims service. Watch the full video below to learn more. https://lnkd.in/eDCsZGeY #claims #servicequalitymarque #service Insurindex Ben Bolton

Have you downloaded the 2024 London's Leading Underwriters Report yet? This year’s study saw around 500 senior London-based #underwriters and #brokers give nominations for over 870 individual underwriters in total, from more than 110 different firms offering #underwriting services to the London Market. The 2024 ranking has reviewed 19 categories across the (re)insurance market, with the introduction of a new category: London’s Leading Outperformer. This category ranks carriers who punch above their weight in terms of underwriter nominations from peers. If you haven't received a copy yet, you can download the report on the Insurindex site here: https://lnkd.in/eFp-J-C8 #londonsleadingunderwriter #LondonMarket