BIBA announces improving NPS for UK insurers

The survey, commissioned by BIBA and conducted by insurance consultancy Gracechurch, highlighted a general improvement in average Net Promoter Score (NPS) for the insurers surveyed, rising from -20 to a new average of -3.

However, the survey also noted that despite this improvement, there remains a high level of inconsistency across the UK regional market, with a 58-point gap between the best and worst insurers ranked.

Based on its results in the past 12 months, Gracechurch recently awarded its inaugural Underwriting Outstanding Service Quality Marque to Arch, and Allianz Commercial.

“This is good news and testament to the progress that insurers have made in the last 18 months or so,” said Ben Bolton, Managing Director of Gracechurch. “Based on the results, for the rest of the year, we’ll be working with insurers on the key areas of speed and efficiency, flexibility and support, communication and the claims process.”

Graeme Trudgill, CEO of BIBA, added: “We are really pleased to see objective evidence of positive progress on service and hope that the pace of improvement continues. I would encourage brokers to engage with the survey as the results are being used to help improve service across the sector.”

Carbon accounting firm Flotilla Group joined BIBA as an associate member in June 2023.