These insurers are ahead of the pack for claims satisfaction in 2022

It’s a time where you hand over control to a third party, and this can be quite an uncomfortable experience. It’s for this reason that the claims process is such a crucial dealing between policyholder and insurer, and there’s no doubt that a negative experience can have a lasting impact. 

So as an insurer, providing a positive experience is critical. Mike Miskelly, Insights Manager at Consumer Intelligence, says, “From the provider’s perspective, it’s a golden opportunity to demonstrate value in a customer relationship where those opportunities are few and far between. 

“From the consumer’s perspective, making a claim is where they truly begin to understand the value of the policy they bought. More importantly, they discover whether the trust and confidence placed in their choice of provider was well-placed, or mis-placed. 

“It’s a big moment in the relationship between consumer and provider and it requires careful handling. That background makes claims an infinitely complex area to navigate. It invites scrutiny, but it also makes excellence in claims particularly worthy of recognition.” 

Winners of the Claims Satisfaction category in the Consumer Intelligence Awards provide excellent service to their customers around the claims process and experience. Brands that receive this accolade can be confident that they are doing right by their customers in their time of need.  

At Consumer Intelligence, we use our Insurance Behaviour Tracker to gain real insight into how consumers feel about their insurance provider, and each year we survey over 48,000 home and motor insurance customers to uncover the top performing brands within the market. It’s through this data that we are able to see which brands are hitting the top 10 spot for highest claims satisfaction rates across the market.  

For 2022, these winning brands are: 

The winners of this category have, above all, shown that they are ready and willing to go above and beyond for their customers in their most vulnerable hour. 

Mike continues, “A positive claims experience builds trust. Trust builds loyalty. As the regulator steers the market away from a model of ‘loyalty penalty pays’ to simply ‘loyalty pays’, then building loyalty through service excellence, claims excellence and trust will play a defining role in success, or failure, for providers.” 

Our research shows that when shopping for insurance, consumers are over five times more likely to choose a company who had an award based on real customer feedback, as opposed to a company who had won an award based on the opinions of industry experts. That's why the Consumer Intelligence Awards are set apart from other

industry awards.  

We'd like to extend our congratulations to all of this year’s Award winners. It’s not easy – you can't just complete an entry form or write a submission. It requires dedication, consistency, and a successful customer strategy that performs 365 days a year. That is why it’s such a huge accolade to win one of our awards – and one to shout about if you’re lucky enough to be successful.   

If your brand has been successful this year, please get in touch and a member of our team will be happy to speak to you about how we can help you make the most of it.