Insurance expertise

Gracechurch Consulting has been conducting independent benchmarking studies in the commercial insurance markets for more than a decade. In this portfolio of studies, Gracechurch has developed a series of metrics centring upon reputation and service in which to define and measure performance of individual players within the London market. Service has evidently become a primary factor through which insurers can create a differentiated market position and brand strategy.  

Gracechurch’s portfolio consists of the following:

• The London Market study (LMS): Developed in 2002, LMS annually tracks both service and the brand/reputations of insurers among 300 London Market brokers. It provides detailed feedback on overall perceptions of insurers and across the business lines; demonstrating a robust understanding of the positioning of players in relation to service quality.
•  Claims Performance Monitor (CPM):  CPM assesses the service performance of individual claims teams. It demonstrates how claims functions are performing per business line on a quarterly basis, enabling subscribers to track their performance throughout the year and measure the impact of their investments.
• Underwriter performance monitor (UPM): UPM is Gracechurch’s most recent commercial insurance study conducted bi-annually, interviewing 600 London Market brokers. It focuses on the individual performances of underwriting teams and how they are positioned in the market according to awareness, service leadership, advocacy and overall service satisfaction. UPM also provides a listing of top-performing underwriters per business line, providing a unique insight into the stars of the underwriting industry and why service really matters.

Gracechurch also offers bespoke performance improvement projects where our expert team can work with insurance teams to highlight issues and provide actionable solutions to drive forward service performance and leadership.