ServiceGauge

Understand how your service compares. And use it to win.

Price is not the only thing brokers consider when choosing which carriers to work with. Speed, reliability and the quality of service at every stage of the placement process matter just as much. Until now, there’s been no independent way to benchmark service performance across the London Market. ServiceGauge breaks the status quo.

What ServiceGauge is

ServiceGauge uses the same aggregated, anonymised data infrastructure that powers PriceGauge to help brokers and carriers understand how their service performance compares across the London Market. Our first live benchmark measures underwriter response times – how quickly carriers respond to firm order requests compared against the wider market average.

PriceGauge answers: 'How does my pricing compare to the market?'” ServiceGauge answers: “How does my service compare?'” Both use our unique position at the market’s centre to give users performance clarity that internal datasets are unable to match.

Underwriter response time

Speed is a genuine competitive factor in the London Market. Brokers value carriers who respond quickly, particularly on competitive or time-sensitive risks, where it directly influences placement decisions. Carriers able to demonstrate they respond faster than the market average gain a meaningful commercial advantage in attracting and retaining business.

The underwriter response time benchmark measures the time between a broker sending a firm order request and the carrier responding. It compares each carrier's performance against the market average, by broker, line of business, and team. Acting as both a benchmarking and management information tool, it gives carriers the data to understand where SLA performance is strongest, where it’s lagging and where targeted improvement could deliver the greatest commercial impact.

Visibility from both sides

ServiceGauge is designed to give both sides of the market a clearer picture of service performance. Carriers can see how they compare to the market average from a broker's perspective, including response times across specific brokers and types of business. This helps identify where investing in faster, more attentive service strengthens valuable relationships.

Brokers see which carriers respond quickly and which are slower, both overall and across the specific types of business they place. That intelligence supports more informed carrier selection, stronger discussions about service standards with underwriting partners, and more credible advisory client conversations around service quality and market access.

A management information tool for the market

For operations and management teams, ServiceGauge provides granular, team-level performance data that goes beyond what internal systems typically capture. Leaders can set SLA targets rather than internal assumptions, track whether performance is improving or declining, and identify where specific brokers, lines of business or teams are performing at a different level – all grounded in real market benchmarks.

Benchmarking against the market, rather than internal historical averages, gives management a more honest and actionable picture of where service quality is strongest, slipping, and where it needs to develop.

An evolving benchmark suite

Underwriter response time is the first in our growing suite of ServiceGauge benchmarks designed to span the full placing journey. We aim to give brokers and carriers an overview of service performance at every meaningful stage of the process – from initial submission response and endorsement handling to renewal engagement and post-bind service quality. As the benchmark suite evolves, so does the depth and clarity of the insight ServiceGauge provides.