To be happy is all about having your wants met, isn’t it? With the Shopper Intelligence awards we’re capable of decipher who the manufacturers that go above and past are. These manufacturers have communicated with their prospects and supplied the very best requirements of buyer care within the UK insurance coverage business.
Within the ever-evolving panorama of the UK common insurance coverage market, it’s troublesome for insurers to remain on prime. There’s at all times new expertise, evolving buyer wants, and obstacles that imply that solely the very best insurers are a step forward. By growing new merchandise that higher swimsuit buyer wants and listening to buyer calls for, these insurers have been on the forefront of buyer satisfaction for the final 12 months.
Our Insurance coverage Behaviour Tracker collates real insights into client attitudes in direction of their insurance coverage suppliers. Yearly, we survey greater than 48,000 residence and motor insurance coverage prospects to determine the main manufacturers out there. It’s via this information that we discern which manufacturers occupy the highest 10 positions for the very best buyer satisfaction charges throughout the market. This 12 months we’re delighted to congratulate the next manufacturers on their achievement.
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Motor Insurance coverage Winners |
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Aviva |
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AXA |
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Dial Direct |
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Direct Line |
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LV= |
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NFU Mutual |
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QuoteMeHappy |
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Saga |
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Sheilas’ Wheels |
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Tesco |
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Residence Insurance coverage Winners |
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Ageas |
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Churchill |
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Direct Line |
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John Lewis |
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Lloyds Financial institution |
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LV= |
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Nationwide |
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Saga |
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Sainsbury’s |
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Tesco |
*Please notice: Winners are listed in alphabetical order
Shopper Intelligence’s Perception Analyst, Kalle Myllarniemi, says, “Within the 2023 motor market, the typical scores for buyer satisfaction went up barely, whereas in 2024 they dipped again down marginally, with the scores in 2024 staying barely larger than these seen in 2022. That is fairly shocking when contemplating how a lot motor premium costs have gone up since 2018.”
Whereas the UK common insurance coverage market has skilled waves of adjustments, from the introduction of Shopper Obligation in July 2023 to the latest FCA demand on halting all gross sales of GAP insurance coverage, it’s secure to say honest worth has taken a job in pushing insurers to drive client satisfaction charges.
“Maybe the FCA’s elevated concentrate on insurers offering honest worth for purchasers has paid dividends. ”
Moreover, when taking a look at residence insurance coverage there’s a comparable narrative, Kalle provides “Within the residence market the image has been largely related, with common satisfaction scores enhancing barely since 2018, however principally staying constant year-on-year with some minor fluctuations. Essentially the most evident year-on-year change got here in 2024, when the typical scores of the High 10 suppliers out there decreased from 8.4 to eight.2, while common scores additionally dipped barely.” While with motor insurance coverage we could have the FCA to thank for the stress placed on insurers to do extra to fulfill their prospects, Kalle speaks additional concerning the impression of local weather change on the house insurance coverage market and the way this may very well be a figuring out consider how this has affected the fluctuating client satisfaction charges.
“These decreases could also be linked to the latest surge in residence insurance coverage costs stemming from extra excessive climate occasions not too long ago, and the elevated injury brought on by storms, resulting in larger numbers of claims and better prices of claims, which linked with the elevated variety of lower-cover merchandise, could have led to lowered common satisfaction ranges amongst shoppers.”
Taking these macro pressures into consideration, it’s clear that putting within the prime 10 for buyer satisfaction isn’t any straightforward feat! Congratulations once more to those manufacturers which have gone above and past to fulfill their prospects.
Are you a 2024 winner? Enquire about your award in the present day…
Our analysis exhibits that customers are over 5 occasions extra inclined to pick out an insurance coverage firm that has acquired an award based on real buyer suggestions, reasonably than one awarded primarily based on the judgments of business consultants. This distinction is what separates the Shopper Intelligence Awards from different business awards
In case your model has been profitable this 12 months, please get in contact and a member of our crew will likely be joyful to talk to you about how we might help you profit from it.
