Dynamic development of companies providing services for potential clients, together with the growing competition, indicates the need for increased actions and practices aimed at the improvement of the quality of their offered services. An example of that is the Toyota Company which, thanks to its approach, has totally changed our line of thinking about methods of quality improvement. The recognition of specific customer needs and their domination over the competitors in every area of company operations, assessed in terms of quality, makes the quality perceived not only as an aim, but also as a was the whole organisation functions. The aim of this work is to identify and analyse the factors (areas) determining the level of service provision in the business insurance market in the opinions of customers using the AUTOCASCO [comprehensive car insurance] insurance, by means of the Servqual method. The research tool used by the Authors is a questionnaire. Based on the above aim, the thesis was formed that the insurance service quality is determined by certain factors, connected with the promptness of response to customer needs.