Car insurance Best and worst car insurance

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

Which? experts scrutinised 30 car insurers’ standard car insurance policies, and we surveyed thousands of policyholders. We've rated each policy on its key aspects to produce a Which? policy score, and our customer score is based on how the insurers were rated by their customers.

To be 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 survey
  • Have received an average or above policy score (see table for current average score) and a customer score of 70% or above

For more information about individual policies read our car insurance reviews or click on the links in the table.  

How we calculate customer and policy scores

Customer scores combine customer satisfaction with the likelihood of recommending the company to a friend. Policy analysis includes rating personal belongings limit, renewal fees and interest charged on payment by installments. Table updated every six months. Next update: December 2015.

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

Best and worst car insurance
ProviderAge rangeCustomer serviceHandling queries and complaintsTransparency of chargesValue for moneyAbility to manage onlineCustomer scorePolicy scoreTotal
NFU Mutuala

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17 - 80   76%87%82%
John Lewisb

Recommended Provider Icon CI
17 - 99    74%78%76%

LV

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17 - no limit70%81%76%
Nationwide17 - no limit  68%84%76%

Saga
 

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50 - no limit72%78%75%
Toyota16 - no limit     67%82%75%
The AAb17 - no limit64%78%71%
RIASb19 - 6565%76%71%
Age UK17 - no limit  67%72%70%
Chaucer Direct17 - 80    71%68%70%
Allianz25 - 85 66%72%69%
M&Sb17 - 8569%67%68%
Tesco Bankb17 - 9969%67%68%
Churchill16 - 9564%71%68%
Aviva17 - 8463%71%67%
Endsleighb17 - 85 64%70%67%
Sheila's Wheels21 - 80 67%67%67%
Hastings Directb17 - 9959%73%66%
Direct Line16 - 9562%70%66%
The Co-op17 - 7563%67%66%
Esure21 - 8058%71%65%
The Post Officeb17 - 99 70%61%65%
Swiftcover18 - no limit 68%62%65%
Zurich17- 8662%69%65%
Axa18 - no limit62%63%63%
Sainsbury's17 - no limit  64%62%63%
Admiral17 - no limit61%63%62%
Diamond17 - no limit 58%65%62%
Elephant17 - no limit60%64%62%
Castle Cover30 - no limit 53%70%61%
More Than18 - no limit65%58%61%
Privilege16 - 95 53%69%61%
RACbUnderwriter dependant 59%60%60%
Kwik Fitb17 - no limit 62%55%59%
Average      65%70%68%


Table Notes:
Customer score data based on a survey of 5,039 policyholders in May 2015. Policy scores are based on the provider's standard policy. All policies are available to the general public. 

Customer score is calculated using a combination of overall satisfaction and how likelihood to recommend the provider to a friend. '-' represents where we have insufficient sample size (less than 30) to generate a star rating. Insurers must have a minimum sample size of 30 for inclusion in the table. 

The following providers received customer scores but did not receive a policy score as they did not take part in our survey or are brokers offering a wide range of different policies. RSA (80%), Direct Car Insurance (62%), Lloyds Bank (61%), Swinton (61%), Halifax (60%), Octagon Insurance (58%), Ageas (58%), Asda (55%), 1st Central (54%) and Budget Insurance (52%).

Customer score sample size: RSA (175), NFU Mutual (31), John Lewis (31), Saga (199), Chaucer Direct (32), LV= (200), Post Office (49), Marks & Spencer (169), Direct Line (199), Nationwide BS (36), Swiftcover (50), Sheilas' Wheels (49), Toyota Insurance (30), Age UK (39), Allianz (50), RIAS (120), Tesco Bank (200), AA (198), Churchill (201), More Than (176), Sainsbury's Bank (50), Endsleigh (40), The Co-operative Insurance (102), Aviva (199), Direct Car Insurance (45), Zurich (64), AXA (200), Kwik Fit (50), Admiral (202), Lloyds Bank (88), Swinton (304), Elephant.co.uk (50), Halifax (50), RAC Insurance (50), Hastings Direct (197), Diamond (48), Esure (200), Octagon Insurance Company Ltd (45), Ageas (106), ASDA (30), 1st Central (72), Privilege (49), Castle Cover (42), Budget Insurance Services (39).

  1. Policies only available via direct sales forces and local agents and may not cover all risks or postcodes (particularly in major cities). Check on 0800 3164661.
  2. Policy is underwritten by a partner insurer or panel of partner insurers.

 

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