BIBA partners with Gracechurch on service level survey

After concerns were raised by BIBA’s advisory boards about insurer service BIBA has, in partnership with Gracechurch, established an industry-wide  independent benchmark survey of current perceptions. The survey which can be complete via a supied unique link is confidental and meets a rigorous code of conduct. ( See below)

UK Insurers Monitor Study FAQ

What is the study?

BIBA and Gracechurch have agreed a partnership which gives BIBA access to high quality, independent objective, empirical research on service performance of insurers in the UK commercial insurance market.

The partnership helps widen the coverage of the Gracechurch survey through the support of the BIBA membership: this in turn increases the value of the findings to BIBA members and ensures fact-based credibility when communicating about service issues.

Better quality more robust data also means that insurers have more to work with in terms of taking action to improve customer service whether that be direct or in conjunction with a broker.

BIBA has no influence over the methodology or interpretation of results all of which is independently managed to established industry Market Research standards by Gracechurch.

Gracechurch will also share with BIBA the high-level findings of its other independent survey on UK Insurers Claims Service, which has been running for over 6 years.

How does it work?

The UK Insurers Monitor is independent, conducted by Gracechurch and focused on the UK commercial insurance market.

Gracechurch surveys a robust representative sample of brokers (both BIBA members and other brokers) every 6 months to measure their experiences of insurers’ service.

Respondents are middle and senior brokers operating across the UK commercial insurance market.

The study is quantitative with in-depth, detailed analysis of ratings and individual opinion.  This produces a rich and robust data-set on broker perceptions of insurers performance in the commercial segment.

How are results used?

The results are shared with BIBA to help it objectively understand what brokers challenges are and where service issues are most acute (e.g. by business class, region etc.).  The results also help BIBA to understand how specific relevant developments, such as E-trading are working out.

BIBA will use the results to create a constructive, industry-wide dialogue about improving service to customers.

Gracechurch will use the detailed results to help its insurance clients understand what needs to be improved and how best to take action to improve the service being delivered to customers via the brokers.

The strongest performing insurers will be publicly recognised independently by Gracechurch which raise the bar and create competitive advantage.

What information do we collect?

We collect a multi layered view of the interactions between brokers and insurers.

This covers the needs of brokers, challenges, service ratings and detailed information on individual insurers’ performance and aspects to improve.

Who are we?

Gracechurch was founded in 2000, and is the leading research and advisory company serving the commercial insurance sector. Gracechurch provides global commercial insurance leaders with high quality, targeted independent research to benchmark performance.

Survey Charter 

How will my answers for these surveys be used?

Your answers will be pooled together and analysed when the research is completed. We will then create an overall view of market opinions and challenges.
The high-level results and trends will be shared with  who will use the results to engage with insurers and campaign for service improvement.
Gracechurch will also present the detailed results to its clients so they have the opportunity to understand brokers issues, needs and challenges, and where and how they can improve service.
Findings will be shared with those who take part in the survey, trade bodies such as the ABI and also at various times in the public domain.

Is my identity kept anonymous?

We will never share your name or company in the public domain or to our clients.
The survey is anonymous and your feedback will only be shown in aggregate as statistics. And anonymised verbatim.
To ensure anonymity, you are assigned a unique link for each survey you participate in and will have a unique number assigned to you.
This enables us to keep your personal details separate while maintaining the ability to track whether you have completed the survey – and so we can make sure receive your personal copy of the findings.

Is my data safe?

Yes, your data is secured on Gracechurch’s web-server and we have high data/cyber protection protocols in place which BIBA has approved.
Gracechurch won’t share your personal information with any third parties and you can choose to opt out at any time.
Read Gracechurch’s privacy policy. 

I’ve completed a survey, when do I get sent the findings? and confirmation that a tree has been planted? Make this two questions

Findings will be sent out after each wave of the survey, so it may be a month or so, but we’ll let you know the estimated delivery.

I’ve completed a survey, when do I get confirmation that a tree has been planted? 

Tree-planting will also be processed weekly, and you’ll receive a downloadable tree certificate from Tree Nation.

How can I opt out/enable my colleagues take part?

If you would like to opt out and/or refer other colleagues who are relevant, please drop Gracechurch a line on UKbrokersurvey@gracechurchconsulting.co.uk and they will take the necessary actions.

NB if referring colleagues please include Full Name and Email addresses and they will each receive personal invites and survey links.

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