Home insurance company reviews

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Home insurance company reviews

By Jo Langenhan

Article 1 of 19

Put us to the test

Our Test Labs compare features and prices on a range of products. Try Which? to unlock our reviews. You'll instantly be able to compare our test scores, so you can make sure you don't get stuck with a Don't Buy.

Few insurers are good enough to be Which? Recommended Providers - they have to combine good cover with great customer service.

We scrutinised the standard contents insurance and buildings insurance policies of 38 providers and combined our analysis with feedback from thousands of customers.

Each policy is rated on the key aspects of its cover to produce a Which? policy score, while our customer score is based on how the insurers were rated by customers.

We reviewed some of the biggest insurers in the market including: AA, Aviva, Axa, Churchill, Direct Line, Halifax, John Lewis, Legal & General, LV and More Than.

To qualify as a Which? Recommended Provider, an insurer must:

  • Be regulated by the Financial Conduct Authority
  • Be available to the general public
  • Have received responses from 30 or more customers in our customer survey
  • Have received an average or above policy score (see table for current average score) and a customer score of 70% or above

Click on the WRPs in the table below to see full details of its customer score and policy elements. Table updated every six months. Next updated in December 2016. 

How we calculate customer and policy scores

We calculated the customer scores using a combination of overall customer satisfaction and the likelihood of recommending the provider to a friend.

We calculated the policy scores by rating the most important elements of the policy including personal belongings limit, renewal fees and interest charged on payment by installments.

The total score combines both the customer score and policy score.

Best and worst home insurance
Provider Customer service Handling queries and complaints Value for money Customer score Buildings score Contents score Total
Subscriber only content 74% 75% 73% 74%
Subscriber only content 71% 79% 74% 74%
Subscriber only content 73% 72% 76% 74%
Subscriber only content - 66% 77% 83% 73%
Subscriber only content - 68% 77% 77% 72%
Subscriber only content 69% 74% 76% 72%
Subscriber only content 71% 73% 73% 72%
Subscriber only content 71% 72% 72% 72%
Subscriber only content - 75% 69% 66% 71%
Subscriber only content 64% 79% 72% 70%
Subscriber only content 63% 77% 74% 69%
Subscriber only content 62% 79% 74% 69%
Subscriber only content 57% 82% 80% 69%
Subscriber only content 66% 72% 72% 69%
Subscriber only content - - 62% 79% 72% 69%
Subscriber only content 64% 74% 73% 69%
Subscriber only content 62% 79% 72% 69%
Subscriber only content - 68% 72% 66% 69%
Subscriber only content - - 65% 75% 69% 68%
Subscriber only content 65% 76% 67% 68%
Subscriber only content 63% 73% 73% 68%
Subscriber only content 66% 73% 70% 68%
Subscriber only content 64% 71% 70% 67%
Subscriber only content 63% 74% 66% 66%
Subscriber only content 67% 64% 68% 66%
Subscriber only content 60% 74% 71% 66%
Subscriber only content 61% 68% 69% 65%
Subscriber only content 65% 63% 65% 65%
Subscriber only content 56% 73% 73% 65%
Subscriber only content - 62% 68% 66% 64%
Subscriber only content 62% 62% 67% 64%
Subscriber only content 57% 70% 67% 63%
Subscriber only content - 63% 59% 63% 62%
Subscriber only content 59% 60% 58% 59%
Subscriber only content - - 54% 59% 64% 58%
Subscriber only content - - 58% 58% 57% 58%
Subscriber only content - - 55% 60% 58% 57%
Subscriber only content 58% 55% 45% 54%
Average - - - 63% 71% 69% 67%

How we calculate the scores

Customer scores

The customer score is based on a survey of 4,495 general public respondents and are worked using a combination overall satisfaction and likelihood of recommending the provider to a friend. If two or more brands show the same overall score, they are ranked to the next decimal place. Providers must receive a minimum sample size of 30 to be included. 

Policy scores

The policy score is our assessment of the quality of standard cover comparing 35 elements of a buildings insurance policy and 49 elements of a contents insurance policy. Providers must receive a minimum sample size of 30 respondents to be included. 

Total score

Total score is made up of 50% of the customer score and 25% each of buildings and contents policy scores.