Manifesto 2025: ‘Much to do’ on insurer service despite ‘solid improvement’ on NPS’

UK insurers have shown “solid improvement” over service quality, but this is an area that still ”varies significantly across the market”, Biba has said.

The trade body’s manifesto, entitled Partnering to deliver value, highlighted improvements in the latest Gracechurch UK Insurers Service Monitor survey, with the average net promoter score (NPS) rising to +3.

This is up six points since late 2023 and 23 points since the survey began in 2022.

An NPS is used to measure customer experiences through a number of different metrics, such as loyalty, satisfaction and enthusiasm.

Gracechurch’s insurer clients can use the results to identify areas for improvement.

Speaking to Insurance Times, Graeme Trudgill, chief executive at Biba, said: “We saw service levels, after Covid, drop off a cliff, shall we say.

“The NPS’ from our work with Gracechurch showed service at minus 20 across the market. That is not what we want to see.

”So, what we did is, with the help of Gracechurch, interviewed hundreds of brokers. That feedback was then given to insurers and it was really constructive.

“We will see further increases as we work closely with insurers.”

’Much work to do’

Over 425 interviews and 3,500 individual insurer NPS ratings were recorded for the 2024 survey.

While Biba stressed that there had been a “solid improvement” in service quality, the trade body said this still varies “significantly across the market, leading to inconsistencies”.

It also warned that claims service is showing slower improvement and there “is still much work to do”.

”We plan to highlight region by region service comparisons,” Biba said in the manifesto.

“The focus will be on solving the issues in regions where service is below par and raising the bar across the UK.”