AXA, AEGIS and Chaucer recognised for claims service

They pick up marques from independent research organisation

AXA, AEGIS and Chaucer recognised for claims service

Claims

By Josh Recamara

AEGIS London, AXA and Chaucer have been recognised for their claims service and underwriting performance by independent research organisation Gracechurch Consulting.  

AEGIS London picks up the Outstanding Claims Service Quality Marque for the ninth consecutive year, maintaining its recognition since the award’s inception in 2017.  

The company said it has achieved 87% positive ratings, up from 78% a year earlier, placing it in the top quartile for average service scores. Gracechurch Consulting described AEGIS London as “one of the most consistent service providers in the London Market.” Brokers also highlighted the team’s knowledge, responsiveness and detailed approach to claims handling.  

Kerry Williams, AEGIS London’s head of claims, said the award was a testament to his team’s (pictured above) focus in providing quality service to clients and brokers. 

“While we’re immensely proud of this achievement, it’s not the end goal for us – we continually strive to improve our quality of service and are determined to improve year-on-year,” he said. 

Also for the ninth consecutive year, Chaucer announced that it has received the Claims Service Quality Marque for its performance in communication, commerciality and speed of service. The report noted Chaucer’s strong reputation for excellence in service delivery, responsiveness and customer engagement. 

“At Chaucer, we take great pride in the high quality of service we provide to our clients, so it’s great to see the team’s hard work recognised in this award,” said Tony Gates, global head of claims at Chaucer. “Looking ahead to 2025, our aim is to maintain and improve the already high quality of our claims handling.” 

Gracechurch also awarded AXA UK the 2025 UK Underwriting Service Quality Marque (SQM), acknowledging the company’s strong underwriting service in the UK regional market. 

The company said it was recognised for its work with brokers, particularly for its performance in two service metrics: collaboration and customer focus. It has exceeded the threshold of 80% positive ratings, indicating that both brokers and clients can expect a positive experience.  

Sarah Mallaby (pictured immediately above), distribution and trading director at AXA Commercial, said the award was a “well-deserved” recognition for the company’s underwriting teams. “It reflects the focus we place on underwriting service and its importance in delivering for our broker partners and clients.” 

The Gracechurch London Claims Monitor report is based on 4,100 individual data points and more than 30 detailed service ratings of insurers operating in the London Market. The Service Quality Marque is awarded annually based on Net Promoter Score (NPS) combined with ratings on communication and commerciality. Gracechurch states that insurers achieving the marque consistently deliver high service standards and can be recommended to clients with confidence. 

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