March 26, 2024

Arch Awarded Gracechurch Underwriting Service Quality Marque for London Market and UK Market

Insights London Market UK Regional Division

Arch Insurance is proud to have earned dual recognition for its underwriting teams’ market-leading service standards. Gracechurch, the independent insurance research consultancy, has awarded its inaugural Underwriting Service Quality Marque (SQM) to Arch in both the London Market and UK Regional categories.

Arch is among five insurers to receive the London Market SMQ and one of only two to earn the UK regional accreditation. Underwriting teams were ranked on service-oriented metrics and individual net promoter score (NPS) ratings from brokers throughout 2023. At least 80% of service ratings must be positive to achieve SMQ recognition.

“Arch is the only recipient of the inaugural 2024 Underwriting SQMs for both the UK regional and London markets,” said Ben Bolton, Managing Director, Gracechurch. “It’s not hard to understand why: brokers everywhere cite superlative responsiveness, client focus and flexibility as hallmarks of their dealings with Arch. Congratulations on managing to maintain service standards that keep clients coming back for more in London and the wider UK markets.”

Of the 40 insurers measured in the London Market, Arch placed first for NPS among War & Geopolitical Risk brokers and in the top ten overall. 45% of service ratings were 9/10 or better.

Responsiveness, client focus and risk appetite were areas in which Arch outperformed the market. Comments highlighted Arch’s “flexibility of underwriting”, “knowledge and speed of response” and “personable service”.

Mike Lay, Chief Underwriting Officer, Long Tail Lines, Arch Insurance International, said: “We are proud to be recognised as a leader for underwriting service. This accolade is testament to our depth of talent and their commitment to continually growing our relevance to our broker partners.”

His comments were echoed by Lino Leoni, Chief Underwriting Officer, Short Tail Lines, Arch Insurance International. “Our underwriting teams are passionate about providing the best possible solutions for our brokers. Our approach is based on working collaboratively, being responsive, and always focusing on how we can raise that service bar higher.”

In the UK regional rankings, Arch placed second overall for NPS across more than 20 insurers rated. Brokers pointed to flexibility, competitiveness and responsiveness as key differentiators for Arch. Notably, Arch’s NPS ratings in 2023 improved by 16 points over the previous year.

Respondents described Arch as being “accessible and responsive”. One summed up Arch as “easy to talk to, looking to grow, flexible, there when we need them”.

Steve Bashford, CEO, Arch UK Regional Division, said: “The strength of our relationships with our broker partners is at the core of our business, so it is especially pleasing that they have recognised Arch for excellence in underwriting service. The notable year-on-year increase in NPS ratings reflects our skilled and knowledgeable team’s dedication to constant improvement. They have earned this recognition.”