Customers title prime 10 UK insurers for claims satisfaction


Submitting an insurance coverage declare is commonly related to stress, concern, and anxiousness for policyholders. It’s a time when prospects hand over management to a 3rd social gathering, and this may be an uncomfortable expertise. 

Claims satisfaction is a vital side of the insurance coverage expertise that may make or break a buyer’s relationship with their insurance coverage supplier. A adverse claims expertise can go away a long-lasting impression on prospects, whereas a constructive one can strengthen their belief and loyalty. 

It’s throughout the claims course of that insurers have the chance to supply worth and ship satisfaction to their prospects. Varied elements contribute to claims satisfaction, together with clear communication, helpfulness of workers, well timed settlements, and the general consequence of the declare. 


Celebrating success 

At Client Intelligence, we perceive the significance of claims satisfaction and try to achieve deep insights into how shoppers really feel about their insurance coverage suppliers. To attain this, we collect suggestions from over 48,000 residence and motor insurance coverage prospects. Our in depth survey – the Insurance coverage Behaviour Tracker (IBT) – helps us establish the highest performing manufacturers inside the market and recognise their achievements throughout quite a few classes. 

For the Claims Satisfaction class, we particularly ask prospects who’ve claimed how glad they had been with the claims course of. This award holds important weight as it could solely be determined upon by the purchasers themselves. Successful within the Claims Satisfaction class is an acknowledgment of the wonderful service and customer-centric strategy offered by insurers throughout the claims course of. 

In right this moment’s aggressive insurance coverage panorama, it has grow to be more and more difficult for insurance coverage firms to face out. Exterior elements additional complicate issues, making it essential for insurers to distinguish themselves from the group. The Client Intelligence Awards supply winners a platform to shine, as they’re recognised and awarded based mostly on buyer suggestions – a testomony to their dedication to buyer satisfaction. 


High 10 insurers for claims satisfaction 

In mild of this, we’re thrilled to announce the highest ten firms within the UK for claims satisfaction, as voted for by an important judges – the shoppers themselves. Within the motor insurance coverage class, Aviva, AXA, Direct Line, LV=, NFU Mutual, QuoteMeHappy, Saga, Sainsbury’s, Sheilas’ Wheels, and Tesco emerged because the winners. Within the residence insurance coverage class, Aviva, Financial institution of Scotland, Direct Line, Halifax, Hiscox, Nationwide, NFU Mutual, RIAS, Saga, and Tesco claimed the highest positions. 

These winners have showcased distinctive service and buyer satisfaction all through the claims course of. By receiving this accolade, they are often assured that they’re delivering on their guarantees and stand out as leaders within the trade. We congratulate them for his or her excellent achievement in prioritising claims satisfaction and offering worth to their prospects once they want it essentially the most. 


Motor insurance coverage winners 

Direct Line  
NFU Mutual  
Sheilas’ Wheels 


Dwelling insurance coverage winners 

Financial institution of Scotland 
Direct Line 
NFU Mutual 


The market lens 

Once we view claims satisfaction at a market stage, we witness an total lower within the common rating for claims satisfaction during the last 12 months. Nonetheless, this received’t essentially come as a shock to most.  

At a time when insurers are grappling with rising incidence charges, ongoing provide chain points and unprecedented claims inflation, it’s straightforward to establish the elements driving this pattern. From a buyer’s perspective, they’re going through for much longer wait instances for repairs and are subsequently incurring hefty premium will increase at renewal – it’s a difficult time to shock and delight claimants and policyholders normally. 


The way forward for claims satisfaction 

Over the previous couple of years, we’ve seen an exponential enhance in product tiering, with the introduction of extra inexpensive “necessities” merchandise to the market.  

While these is likely to be interesting to cash-strapped prospects, these merchandise have decrease protection ranges or increased excesses. In reality, the Monetary Ombudsman Service is bracing for extra complaints subsequent 12 months from shoppers who didn’t realise cheaper insurance coverage premiums meant hollowed out merchandise. 

This pending problem underscores the essential want for insurers to prioritise clear communication and user-friendly coverage paperwork. It’s crucial that prospects are well-informed concerning the extent of their coverage protection and any limitations it could have, as this can in the end assist handle expectations, stop erosion of claims satisfaction, and guarantee compliance with the FCA’s Client Responsibility. 

 Are you a 2023 winner? Enquire about your award right this moment…

Congratulations  – what an achievement! Why? As a result of these awards are based mostly purely on their suggestions – they usually say you’re the model to be with. Now it’s over to you to resolve the way you wish to maximise the worth of your award win. Click on beneath to seek out out extra… 

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