Articles by Ben Bolton
Claims service progress stalls in Q2
After gains early in 2025, Ben Bolton, managing director at Gracechurch, reveals general insurance claims service has slipped, with NPS falling and regional gaps widening.
Claims service stayed steady at end of 2024
The consistent improvement in claims service seen over the last 18 months plateaued at the end of 2024, with the market average NPS remaining at -4 and just one point up on the NPS recorded at the end of 2023.
Claims service is improving after some dark days
Data analysis: Claims service improved in the first quarter of 2024, although inconsistencies remain within the UK market, research conducted by Gracechurch has revealed.