For the primary time in two years, UK clients are telling us they really feel higher about their claims experiences. Shopper Intelligence’s newest analysis exhibits satisfaction in 2025 climbing again to eight.1 out of 10 for each dwelling and motor claims – up from 7.9 (motor) and seven.8 (dwelling) in 2024.
It’s a turning level. Whereas we’re not but again to the document highs of 2021-22, when satisfaction peaked at 8.6, the course is lastly optimistic.
The lengthy view: progress, pandemic, and restoration
From 2016 to 2020, Shopper Intelligence information present that claims satisfaction has held agency, constantly above 8.2 for each dwelling and motor insurance coverage. In 2021 and 2022, the business hit new highs: motor at 8.6, dwelling at 8.5.
Then the pandemic disrupted every little thing. Courtesy automobiles grew to become scarce, restore networks stalled, and storm claims piled up. By 2023, satisfaction had fallen to 7.7 for motor and 7.8 for dwelling – the bottom ranges in a decade.
2025 is the primary 12 months we’ve seen an actual rebound.
Why shoppers are feeling higher now
- Repairs are faster once more: UK repairers report cycle occasions coming down sharply from the 2022 peak, with key-to-key occasions now nearer to 2 weeks quite than two months.
- Digital is delivering: what started as emergency fixes throughout COVID has change into normal follow. Video assessments, app-based claims, and immediate communication imply fewer delays and fewer chasing.
- Cash is shifting sooner: with Sooner Funds now embedded throughout monetary providers, extra insurers are utilizing same-day transfers to settle easy claims.
- Prevention is slicing disruption: know-how reminiscent of leak detection units is lowering the dimensions and severity of dwelling claims, which means faster resolutions for purchasers.
- Regulation is elevating the bar: the FCA’s Shopper Obligation has pressured insurers to simplify processes and take away friction, with grievance ranges in motor falling in 2024 in consequence.
Taken collectively, these shifts clarify why shoppers are beginning to really feel the profit as soon as extra.
However the work isn’t accomplished
Challenges stay. Shopper Intelligence’s information exhibits in the present day’s scores are nonetheless 0.5 factors under the highs of just some years in the past. Impartial analysis highlights storm injury claims as a weak spot, with payout charges decrease than shoppers count on. The Ombudsman continues to report excessive volumes of complaints in constructing insurance coverage.
Whereas satisfaction is enhancing, the restoration continues to be incomplete.
Our view at Shopper Intelligence
Shoppers don’t keep in mind their premium. They keep in mind how they have been handled after they wanted assist. That makes claims the single most vital a part of what insurers provide.
That’s why, from 2025, we’ve sharpened our concentrate on claims inside our analysis:
- Monitoring satisfaction extra tightly throughout each dwelling and motor.
- Digging deeper into what actually drives optimistic outcomes – pace, readability, prevention, empathy.
- Evaluating insurers extra intently to focus on the leaders and laggards in claims service.
Our goal is easy: to offer insurers with the intelligence they should win the moments that matter most to their clients.