Insurers awarded as London market claims performance at decade high – Gracechurch

Claims service in the London market is now stronger than it has been in a decade, according to insurance research consultancy Gracechurch. 

The consultancy made the comments as it awarded its service quality marque (SQM) across four categories – two covering the London market and two for those operating in the UK regional market.

Claims and underwriting awards were split between London market and regional categories.

In the London market, 2025’s claims SQM was awarded to Aegis London, Axa XL, Beazley, Chaucer, Chubb, Convex, Liberty Specialty Markets, Markel, The Hartford, Tokio Marine Kiln and W/R/B Underwriting.

And, for underwriting in the London market, seven insurers were awarded the SQM. They were Arch Insurance, Ascot, Canopius, Convex, IQUW, The Hartford and Tokio Marine Kiln.

Ben Bolton, managing director at Gracechurch, explained: “Claims service in the London market is on average stronger today than at any point in the past decade. Many insurers are delivering what brokers and insureds need – responsiveness, expertise, with proactive communication.

“However, the continuing wide gap between best and worst performers shows there is still significant service inconsistency.”

Regional market

In the UK regional market, for example, three insurers attained the the claims award for 2025 – Allianz, Chubb and Ecclesiastical.

Gracechurch said that, despite the ongoing challenges in the UK regional market, these insurers all demonstrated consistent excellent service to retain their SQMs.

It added that the trio were all highly praised by UK claims broking specialists for their effective communication, responsiveness and knowledge. All exceeded the threshold of at least 85% positive ratings over the previous year.

Three regional insurers were also awarded an SQM for underwriting – they were Allianz, Arch Insurance and Axa.

“These insurers were both strongly recommended by producing and placing brokers in the UK regional market and consistently highly rated for two service-oriented metrics – collaboration and customer focus,” Gracechurch explained.

Bolton said: “Underwriting excellence is epitomised by insurers who collaborate with brokers while maintaining a sharp focus on end-customer needs. In a soft market great service will give competitive edge and insurers who prioritise service will outperform on growth.”

Insurer reaction

Sarah Mallaby, distribution and trading director at Axa Commercial, said the insurer was delighted to have been given the award.

“Receiving this SQM is a well-deserved recognition for our underwriting teams,” she said.

“It reflects the focus we place on underwriting service and its importance in delivering for our broker partners and clients.”

Jeremy Trott, claims director at Ecclesiastical, said: “Receiving the service quality marque from Gracechurch for the fourth consecutive year is brilliant news.

“We know, based on our satisfaction surveys, that we provide customers and brokers with an excellent service, but to receive independent reinforcement of that is always good and I’m incredibly proud of the team, who work so hard year round. I’m especially proud that Ecclesiastical Insurance has been recognised as market-leading in speed, relationships and communication.

“We won’t be resting on our laurels though and I am determined to continue to improve our performance levels to help our business grow while providing customers with the top quality service they’ve come to expect.”