Claims Satisfaction is Rising Again - And it’s Where The Future Will be Won

The long view: progress, pandemic, and recovery 

From 2016 to 2020, Consumer Intelligence data show that claims satisfaction has held firm, consistently above 8.2 for both home and motor insurance. In 2021 and 2022, the industry hit new highs: motor at 8.6, home at 8.5.

Then the pandemic disrupted everything. Courtesy cars became scarce, repair networks stalled, and storm claims piled up. By 2023, satisfaction had fallen to 7.7 for motor and 7.8 for home - the lowest levels in a decade.

2025 is the first year we’ve seen a real rebound.

Why consumers are feeling better now

• Repairs are quicker again: UK repairers report cycle times coming down sharply from the 2022 peak, with key-to-key times now closer to two weeks rather than two months.
• Digital is delivering: what began as emergency fixes during COVID has become standard practice. Video assessments, app-based claims, and instant communication mean fewer delays and less chasing.
• Money is moving faster: with Faster Payments now embedded across financial services, more insurers are using same-day transfers to settle straightforward claims.
• Prevention is cutting disruption: technology such as leak detection devices is reducing the size and severity of home claims, meaning quicker resolutions for customers.
• Regulation is raising the bar: the FCA’s Consumer Duty has forced insurers to simplify processes and remove friction, with complaint levels in motor falling in 2024 as a result.

Taken together, these shifts explain why consumers are starting to feel the benefit once more.

But the work isn’t done

Challenges remain. Consumer Intelligence’s data shows today’s scores are still 0.5 points below the highs of just a few years ago. Independent research highlights storm damage claims as a weak spot, with payout rates lower than consumers expect. The Ombudsman continues to report high volumes of complaints in building insurance.

While satisfaction is improving, the recovery is still incomplete.

Our view at Consumer Intelligence

Consumers don’t remember their premium. They remember how they were treated when they needed help. That makes claims the single most crucial part of what insurers offer.

That’s why, from 2025, we’ve sharpened our focus on claims within our research:

• Tracking satisfaction more tightly across both home and motor.
• Digging deeper into what really drives positive outcomes - speed, clarity, prevention, empathy.
• Comparing insurers more closely to highlight the leaders and laggards in claims service.

Our aim is straightforward: to provide insurers with the intelligence they need to win the moments that matter most to their customers.