- 25 insurance brands have been successful in the 2020 Consumer Intelligence Awards
- NFU Mutual secured the most success, with award wins in every category across home and motor
Insurance customers across the UK have recognised 25 brands as the highest rated providers of insurance in this year’s Consumer Intelligence Awards.
Every year, data analytics company Consumer Intelligence uses its Insurance Behaviour Tracker – the largest insurance focused survey in the industry - to gather feedback from almost 50,000 insurance customers across home and motor to find out what they think of the brands from whom they have bought a policy. The brands that are rated most highly receive a Consumer Intelligence Award.
The awards are split into five categories, with 10 winners per category, duplicated across motor and home insurance – providing a total of 100 opportunities to secure an award win. The award categories are: Claims Satisfaction, Customer Satisfaction, Customer Service, Customer Trust and Recommendation by Customers. This year, 25 brands have successfully secured an award win.
The Consumer Intelligence Awards are a mark of consumer confidence. For brands, an award win provides reassurance that they are making the right strategic decisions when it comes to treating customers well – giving them the confidence to continue their journey and the motivation to strive for more. For consumers, an award win separates a brand from the rest. It builds confidence in their purchase and trust in their provider.
Ian Hughes, CEO of Consumer Intelligence says: “Our awards are different from other industry awards for two major reasons. Firstly, no-one in the industry gets to vote in these awards and secondly, even the customers that are voting in the awards don’t know that they’re voting – they are simply telling us what they think about their insurer. This makes our awards totally unique and entirely authentic.
“As an insurer, you can’t influence the results by submitting a well-worded application or by taking me out for dinner. You simply must do an amazing job for your customers all day, every day, 365 days a year. This is what delivers great outcomes in these awards.
“This year’s winners are the brands that continuously put customers at the heart of their business. Congratulations to you all!”
The 2020 Consumer Intelligence Award winners are:
Consumer Intelligence Awards motor insurance winners* |
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Claims satisfaction | Customer satisfaction | Customer service | Customer trust | Recommendation by customers |
Aviva | Aviva | the AA | the AA | Aviva |
Churchill | Co-op Insurance | Aviva | Aviva | Co-op Insurance |
Co-op Insurance | Direct Line | Co-op Insurance | Co-op Insurance | Direct Line |
Direct Line | LV= | Direct Line | Direct Line | LV= |
LV= | M&S Bank | LV= | LV= | MORE THAN |
MORE THAN | NFU Mutual | M&S Bank | Lloyds Bank | M&S Bank |
NFU Mutual | Quotemehappy.com | NFU Mutual | M&S Bank | NFU Mutual |
Privilege | RIAS | Saga | NFU Mutual | Quotemehappy.com |
Quotemehappy.com | Saga | Sainsbury's Bank | Sainsbury's Bank | Sainsbury's Bank |
Sheilas' Wheels | Sheilas' Wheels | Tesco Bank | Sheilas' Wheels | Sheilas' Wheels |
*winning brands are listed in alphabetical order |
Consumer Intelligence Awards home insurance winners* |
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Claims satisfaction | Customer satisfaction | Customer service | Customer trust | Recommendation by customers |
Aviva | Aviva | Aviva | Barclays | Aviva |
Co-op Insurance | Barclays | Barclays | Co-op Insurance | Churchill |
Hiscox | Direct Line | Direct Line | John Lewis Finance | Co-op Insurance |
John Lewis Finance | John Lewis Finance | HSBC | Lloyds Bank | Direct Line |
Lloyds Bank | Lloyds Bank | John Lewis Finance | M&S Bank | John Lewis Finance |
NFU Mutual | Nationwide Building Society | Lloyds Bank | Nationwide Building Society | Nationwide Building Society |
RIAS | NFU Mutual | M&S Bank | NatWest | NFU Mutual |
Saga | Saga | Nationwide Building Society | NFU Mutual | Sainsbury's Bank |
Swinton | Sheilas' Wheels | NFU Mutual | Saga | Sheilas' Wheels |
Tesco Bank | Swinton | Santander | Santander | Swinton |
*winning brands are listed in alphabetical order |
Find out more
If you are a representative of one of the award winners or would like to find out more about the awards in general, please follow the link below.
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