The latest results from the Gracechurch-BIBA UK Insurers Monitor show that while there is a continuing trend of improving service from insurers, the gap between the best and worst performers is widening.

The results show 9 out of 22 insurers now have a positive NPS with the highest insurer scoring +28. But there are six insurers with scores of -22 or less.

Graeme Trudgill (pictured), CEO of BIBA, said: “We are really pleased to see objective evidence of positive progress on service and hope that the pace of improvement continues, especially because we are all working in a challenging economic environment where poor service can erode trust.”

Ben Bolton, managing director of Gracechurch, added: “The main service challenges still revolve around ‘brilliant basics’ such as insurer responsiveness and claims service especially, which is particularly sensitive at the moment. There is no doubt that staffing challenges remain, but they have eased, and the sector now needs to move forward, especially because the new Consumer Duty regulation has come into force with a strong focus on customer outcomes.”

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