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Welcome to the Consumer Intelligence Awards 

It’s not easy to win one of our awards - you can't just complete an entry form or write a submission.
To win an award, you have to be a winner in the eyes of your customers.

Every year, we use our Insurance Behaviour Tracker (IBT) to survey over 48,000 home and motor insurance customers to find out what they think of the brands from whom they have bought a policy. The handful of brands that are rated most highly, receive a Consumer Intelligence Award.

Consumer Intelligence Awards 2021_FINAL


What makes a winning brand?

Dedication, consistency and a successful customer strategy are key ingredients for winning a Consumer Intelligence Award. Whether you’re an insurer, broker or affinity partner, our awards recognise brands that deliver an excellent customer experience throughout their organisation.

Major UK insurers have been relying on our unique blend of insightful data and expertise since 2003. It's what makes working with us so different. And we happen to help you better fulfil the needs of your customers.

 

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Our research shows that consumers are over five times more likely to select an insurer who has an award based on real customer feedback, as opposed to a company who has won an award based on the opinions of industry experts. 

That's why the Consumer Intelligence Awards give winning brands a chance to publicise their commitment to putting customers at the heart of their business, which is exactly what NFU Mutual have done this year. As a winning brand in 2020, NFU Mutual utilised their win by including it in their latest television ad campaign.

You can watch it right here.

Customers are more likely to purchase from brands that are recommended by people they trust. That’s what makes an award win so special – it's an award people can trust.

This symbol of trust is more important after the recent FCA announcement on pricing practices. Fair Value is becoming central to every insurer, and what better way to demonstrate how fair your customers feel you are than by winning an award such as these and shouting about it. Award wins can be a fantastic way to attest to Fair Value. A stamp of approval, not just from a board of judges but from your customers.

 


2021 Winners: Home insurance categories

 

CI_award_logo_2021_householders_customer_trust[1]

  • Barclays
  • Co-op Insurance
  • HSBC
  • John Lewis Finance
  • Lloyds Bank
  • Nationwide Building Society
  • NFU Mutual
  • Prudential
  • Saga
  • Santander
CI_award_logo_2021_householders_customer_service[1]
  • Barclays
  • Co-op Insurance
  • Direct Line
  • HSBC
  • John Lewis Finance
  • Lloyds Bank
  • Nationwide Building Society
  • Natwest
  • NFU Mutual
  • Prudential
CI_award_logo_2021_householders_claims_satisfaction[1]
  • Aviva
  • Barclays
  • Hiscox
  • John Lewis Finance
  • Lloyds Bank
  • NFU Mutual
  • Prudential
  • RIAS
  • Saga
  • Swinton
CI_award_logo_2021_householders_customer_satisfaction[1]
  • Barclays
  • Co-op Insurance
  • Direct Line
  • John Lewis Finance
  • Lloyds Bank
  • Nationwide Building Society
  • NFU Mutual
  • Prudential
  • RIAS
  • Saga
CI_award_logo_2021_householders_recommendation[1]
  • Aviva
  • Churchill
  • Direct Line
  • John Lewis Finance
  • M&S
  • Natwest
  • NFU Mutual
  • Prudential
  • Sheila's Wheels
  • Swinton

 


2021 Winners: Motor insurance categories

 

CI_award_logo_2021_drivers_customer_trust[1]
  • AA
  • Aviva
  • Co-op Insurance
  • Direct Line
  • LV=
  • M&S
  • NFU Mutual
  • RAC
  • Saga
  • Zurich
CI_award_logo_2021_drivers_customer_service[1]
  • Admiral
  • Aviva
  • Churchill
  • Co-op Insurance
  • Diamond
  • Direct Line
  • LV=
  • NFU Mutual
  • Saga
  • Tesco Bank
CI_award_logo_2021_drivers_claims_satisfaction[1]
  • Aviva
  • Churchill
  • Direct Line
  • LV=
  • MORE THAN
  • NFU Mutual
  • Privilege
  • QuoteMeHappy
  • Saga
  • Sheilas' Wheels
CI_award_logo_2021_drivers_customer_satisfaction[1]
  • Aviva
  • Churchill
  • Co-op Insurance
  • Direct Line
  • LV=
  • NFU Mutual
  • Saga
  • Sainsbury's Bank
  • Sheila's Wheels
  • Zurich
CI_award_logo_2021_drivers_recommendation[1]
  • Admiral
  • Aviva
  • Churchill
  • Co-op Insurance
  • Diamond
  • Direct Line
  • LV=
  • NFU Mutual
  • Post Office
  • Zurich

 

The packages

  the publicity package (2) the performance package (1)
Congratulatory video
  •  
  •  
Marketing rights
  •  
  •  
Advertising substantiations
  •  
  •  
Customer success pack
  •  
  •  
Insights workshop    X
  •  
Six-month performance review    X
  •  

 

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Congratulatory video
This year, winning brands will be informed of their win via video, presented by none other than England rugby legend, Matt Dawson, MBE. 

Not only this, but as the face of our Awards this year, Matt is giving each and every winner the opportunity to receive an additional personalised video announcing their win, which can be shared easily with the whole team - no matter the social distancing constraints!

 

 

camera (1)Marketing rights
Winners can purchase the rights to their award logos, in multiple versions, giving them the chance to publicise their success on their website, social media, email banners and targeted campaigns. Once purchased, they can use the logos in any way they choose.

 

marketing messagesAdvertising substantiations
Behind each award win sits powerful data and insight which can be turned into killer marketing messages, certain to build confidence and trust among existing and prospective customers. Think how powerful a statement, substantiated by a brand’s own customers could be in communicating how fantastic their customer engagement or customer service really is.

 

success pack Customer success pack
We can also give winners the support to really make the most of their award with our customer success pack, which has visuals and pre-written statements for internal comms, social media, website and PR – saving client’s time and effort and ensuring they maximise the success of their investment.

 

workshop-1Insights workshop
Winners also have the invaluable opportunity to have the experts at Consumer Intelligence deliver a personalised workshop, exploring the detail of their award win, the data behind it and how that can drive strategy conversations and results for your business.

It can also explore why you didn’t win in certain categories, what your competitors did better and therefore tangible changes you can make to improve. The workshop is personally tailored to your requirements to truly get the most out of your award win, suited to your commercial goals.

 

6 month check-in Six-month performance review 
Arguably the most valuable feature of the Performance Package, winners can receive a detailed check-in,  six months post-win to evaluate and review their performance as we move through 2021.

By taking a look into where the awards data originates from, we can provide winners with an incredibly deep understanding of consumer behaviour pre- and post-renewal. It is through establishing deep insight that our winners can really build confidence in what ever strategy they are looking to spearhead for the future.


 

While the RAC brand has been built on 120 years of trust, it is good to know that we are still known and appreciated for the confidence our name brings.

What makes this award all the more special for RAC Car Insurance is the fact that it's based on a survey of customers and can therefore only be won by a company that demonstrates truly excellent performance day in, day out.

Mark Godfrey Insurance Director, RAC

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I am thrilled to see that our values are reflected in the views of our customers, having been voted as a 2018 Consumer Intelligence award winner for customer satisfaction, customer service and customer trust.

These accolades are a testament to our dedication to put customers at the heart of our business.

Jeremy Ward, Home Insurance Commercial Director & GI Product Owner Lloyds Banking Group

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Has your brand been named a winner?

If you are a representative of one of the Award winners, or would like to find out more about the Awards in general, please fill in the form to register your interest and we will get back to you.