Gap between best and worst commercial insurers widening, according to Biba members


The results of the latest Insurers Monitor benchmarking report from the British Insurance Brokers’ Association and consultancy Gracechurch show that the average commercial insurer Net Promoter Score (NPS) is up by 9 points since January, and +16 points since mid-2022.

However, while the results from the UK-wide commercial broker study found there has been an upswing, overall NPS is still below zero (-4).

The September results show nine out of 22 insurers now have a positive NPS, with the highest scoring insurer notching up an NPS of +28.

But the Gracechurch/Biba survey found there are still six insurers with scores of -22 or less and a widening gap between the best and the worst performers.

Positive action

Graeme Trudgill, Biba CEO, said: “We are really

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