Insurer service ratings rise again in Gracechurch/Biba survey as four-year run continues
The net promoter score given by brokers to commercial insurer service has hit a new high of +25 in the latest ratings from Gracechurch and the British Insurance Brokers’ Association, maintaining a four-year-long journey of improvement.
When the study began in 2022, the benchmark was down at -20.
The UK Insurers Monitor is run twice a year. It is based on nearly 400 interviews with brokers.
A year ago, the NPS stood at +19. Biba acknowledged the latest rise – up two since the end of 2025 – showed the pace of improvement had slowed but highlighted the 45 point swing since the first edition.
The trade body pinpointed that 15 of 23 insurers had improved their scores.
Retention rates fallGracechurch and Biba reported the research found
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