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Car insurance claims satisfaction

By Dean Sobers

Put us to the test

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The acid test of a car insurer is how it handles your claim. Find out how insurers have been rated by customers who have claimed.

Which? has surveyed members about their experiences of claiming from major car insurance companies - ratings are shown in the table below. 

We also rate insurers on value for money, complaint handling and transparency of fees as part of our customer satisfaction ratings. In addition, full info on the quality of each policy can be found on our car insurance brand pages. The survey was carried out in April 2015.

Brands which are part of the survey include: Admiral, Churchill, Direct Line, John Lewis and NFU Mutual.

This review reveals which insurers came out best for cover and customer service, and which scored the worst. To access this review and thousands of others, sign up for a £1 Which? trial. Or if you're already a member, log in now to see our reviews.

Car insurance claims satisfaction

The table below highlights the car insurance claims satisfaction scores for the leading car insurance brands.

Car insurance claims satisfaction
Car insurer Customer service Speed of dealing with a claim Regular communication on claim progress Settlement value Overall satisfaction with claims
Subscriber only content 95% 87% - - 89%
Subscriber only content 98% 90% 82% 94% 88%
Subscriber only content 88% 87% 77% 88% 87%
Subscriber only content 84% 82% 72% 84% 82%
Subscriber only content 81% 75% 69% 80% 81%
Subscriber only content 76% 72% 66% 79% 78%
Subscriber only content 76% 73% 56% 75% 78%
Subscriber only content 67% 70% 58% 72% 70%
Subscriber only content 73% 75% 58% 73% 68%
Subscriber only content 57% 61% 36% - 63%

Table Notes:
Insurers must be rated by at least 30 respondents to be included in our table. Where '-' is shown, sample sizes were too low to give a score.

  • Last updated:  September 2016
  • Updated by: Dean Sobers