Liberty Specialty Markets awarded prestigious Service Quality Marque by Gracechurch

Liberty Specialty Markets (LSM), part of Liberty Mutual Insurance Group, has been awarded the prestigious Service Quality Marque (SQM) for 2026 by the independent insurance research consultancy, Gracechurch. This marks the 10th year that LSM has been awarded the SQM for claims, and the first year receiving the underwriting SQM. 

LSM has held the claims SQM accreditation since the award was founded in 2017. This accolade is presented annually to claims teams of London Market insurers known for consistently delivering outstanding claims service. The insurers were all strongly recommended by claims broking specialists using the Net Promoter Score (NPS) system, as well as evaluations of insurers' communications and commerciality ratings. 2025 saw LSM end the year achieving its highest NPS on record and finishing third on average service scores.

The Gracechurch Underwriting SQM was also awarded to LSM. Founded in 2024, the award is given to underwriting teams in the London Market who have been rated as having consistently outstanding service quality based on the Gracechurch London Insurers Monitor. The award saw LSM ranked as a top 10 insurer on NPS, its highest ever level and saw a standout performance in marine, where it ranks in the top five.

Henry Nelson, chief underwriting officer, UK & MENA, and active underwriter Lloyd’s syndicate 4472, LSM said: “It is an honour to receive the SQM for underwriting this year, and to see the team recognised for its strong client focus and its reputation for delivering quality service. This recognition reinforces the trust our brokers and clients place in us, and we remain focused on providing outstanding service.”

Scott Kellers, head of UK & MENA claims, LSM, said: “Receiving the claims SQM for the tenth consecutive year is an achievement we are immensely proud of. It reflects the team’s unwavering commitment to deliver a consistently high standard of service, built on expertise, responsiveness and genuine care for our clients.”

Ben Bolton, managing director, Gracechurch Consulting, added: “LSM’s claims performance is stronger than ever and is a testament to the team’s tireless commitment to providing a quality service to its broker community. LSM’s underwriting service goes from strength to strength, and we are thrilled that it has its first service quality marque in underwriting, to sit alongside its continued excellence in claims service. Congratulations to all.”