Insurer service improves but claims and consistency causes challenges – Gracechurch
Specialist insurance research consultancy Gracechurch has reported a nine-point uplift in the market average net promoter score of insurer service over the past six months.
In the UK Insurers Monitor, a UK-wide independent study, conducted in partnership with the British Insurance Brokers’ Association, it found the index average is now +12.
The improvement represents a 32-point increase since mid-2022 when the study was started.
However there is still room for improvement, the research consultancy claimed. It detailed the results showed wide service inconsistency across different insurers with a 58-point gap on the NPS between the best and worst performers.
These
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