To be satisfied is all about having your needs met, isn’t it? With the Consumer Intelligence awards we are able to decipher who the brands that go above and beyond are. These brands have communicated with their customers and provided the highest standards of customer care in the UK insurance industry.

 

In the ever-evolving landscape of the UK general insurance market, it is difficult for insurers to stay on top. There’s always new technology, evolving customer needs, and obstacles that mean that only the best insurers are a step ahead. By developing new products that better suit customer needs and listening to customer demands, these insurers have been at the forefront of customer satisfaction for the last year.

Our Insurance Behaviour Tracker collates genuine insights into consumer attitudes towards their insurance providers. Annually, we survey more than 48,000 home and motor insurance customers to identify the leading brands in the market. It is through this data that we discern which brands occupy the top 10 positions for the highest customer satisfaction rates across the market. This year we are delighted to congratulate the following brands on their achievement.

 

Motor Insurance Winners 

Aviva

AXA

Dial Direct

Direct Line

LV=

NFU Mutual

QuoteMeHappy

Saga

Sheilas' Wheels

Tesco

 

Home Insurance Winners 

Ageas

Churchill

Direct Line

John Lewis

Lloyds Bank

LV=

Nationwide

Saga

Sainsbury's

Tesco

 

*Please note: Winners are listed in alphabetical order   

 

Consumer Intelligence’s Insight Analyst, Kalle Myllarniemi, says, “In the 2023 motor market, the average scores for customer satisfaction went up slightly, whereas in 2024 they dipped back down marginally, with the scores in 2024 staying slightly higher than those seen in 2022. This is quite surprising when considering how much motor premium prices have gone up since 2018.”

While the UK general insurance market has experienced waves of changes, from the introduction of Consumer Duty in July 2023 to the recent FCA demand on halting all sales of GAP insurance, it’s safe to say fair value has taken a role in pushing insurers to drive consumer satisfaction rates.

“Perhaps the FCA’s increased focus on insurers providing fair value for customers has paid dividends. ”

Additionally, when looking at home insurance there’s a comparable narrative, Kalle adds “In the home market the picture has been largely similar, with average satisfaction scores improving slightly since 2018, but mostly staying consistent year-on-year with some minor fluctuations. The most evident year-on-year change came in 2024, when the average scores of the Top 10 providers in the market decreased from 8.4 to 8.2, whilst average scores also dipped slightly.” Whilst with motor insurance we may have the FCA to thank for the pressure put on insurers to do more to satisfy their customers, Kalle speaks further about the impact of climate change on the home insurance market and how this could be a determining factor in how this has affected the fluctuating consumer satisfaction rates.

“These decreases may be linked to the recent surge in home insurance prices stemming from more extreme weather events recently, and the increased damage caused by storms, leading to higher numbers of claims and higher costs of claims, which linked with the increased number of lower-cover products, may have led to reduced average satisfaction levels among consumers.”

Taking these macro pressures into consideration, it’s clear that placing in the top 10 for customer satisfaction is no easy feat! Congratulations again to these brands that have gone above and beyond to satisfy their customers.


Are you a 2024 winner? Enquire about your award today... 

Our research shows that consumers are over five times more inclined to select an insurance company that has received an award founded on genuine customer feedback, rather than one awarded based on the judgments of industry experts. This distinction is what separates the Consumer Intelligence Awards from other industry awards

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.

See your brand's winning categories

 

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