The End of Churn
Competing on Value in the New Insurance Landscape
Consumer Intelligence's comprehensive analysis of UK insurance customers reveals a market undergoing fundamental transformation, every month we talk to 1,000 home insurance customers and 1,000 motor insurance customers and we have been doing that for over a decade. Motor insurance switching has reached historic lows of 33%, down from peaks approaching 50% in late 2024. Home insurance shows similar stabilisation patterns. With General Insurance Pricing Practices (GIPP) regulations now embedded and premium inflation moderating, the traditional churn-driven growth model has reached its conclusion.
Introduction
This report examines the evolving dynamics of UK insurance shopping and switching behaviour, drawing on Consumer Intelligence's Insurance Behaviour Tracker Survey. Each month, we engage with 2,000 consumers in both the motor and home insurance markets.
We analyse the structural changes reshaping competition and identify strategic imperatives for growth in a post-churn marketplace.
