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Which insurers are rated highest for claims satisfaction?

We are excited to announce the ten insurers who have been rated highest for claims satisfaction in the Consumer Intelligence Awards 2020.


How a claim is handled is an extremely important part of the insurance process and gives insurers a chance to provide value and deliver satisfaction. Lots of different factors can influence satisfaction in the claims process from customers being kept informed and helpfulness of staff to time taken for claim to be settled and outcome of the claim.


Every year we use our Insurance Behaviour Tracker to survey 48,000 home and motor insurance customers to find out what they think of the insurers they have policies with. Our Claims Satisfaction award asks customers who have claimed how satisfied they were with the claims process.



The top 10 insurance brands for claims satisfaction*

Voted by drivers

Voted by householders









Co-op Insurance


Co-op Insurance




Direct Line


John Lewis Finance




Lloyds Bank




NFU Mutual


NFU Mutual













Sheilas' Wheels


Tesco Bank

*winning brands are listed in alphabetical order



























































Customers rated their insurer based on the question ‘How satisfied were you with the way they dealt with your last claim?’ on a scale of 1 to 10, with 10 being “completely satisfied”.

The average scores for the top 10 insurance companies were 8.84 for home and 8.67 for motor. Across the market we saw average scores of 8.46 and 8.24, respectively. Claims satisfaction in home insurance has remained consistent from last year, but has decreased in the overall motor market, although has increased in the top 10 companies.

We welcome MORE THAN as a new entry in the top 10 for motor and Aviva, Swinton and Tesco Bank are new entries for home insurance.


Claims satisfaction across the home market

Claims satisfaction across the home market

Claims satisfaction across the motor market

Claims satisfaction across the motor market

Congratulations to everyone who made the top 10. Providing a good claims experience keeps your customers happy and encourages them to remain loyal. 


Are you a top performing brand for claims satisfaction? 

The awards are based on an annual survey of nearly 50,000 home and motor insurance customers who rate their experience of brands like yours. You can only win if you are extremely good at what you do, day in and day out so congratulations again!

Claim your awards today to find out how you can make the most of being a winner.



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