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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: John Lewis, The AA, LV, Halifax, Direct Line, Aviva, More Than, Churchill, Legal & General and Axa.

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
ProviderCustomer serviceHandling queries and complaintsValue for moneyCustomer scoreBuildings scoreContents scoreTotal
Subscriber only content74%75%73%74%
Subscriber only content71%79%74%74%
Subscriber only content73%72%76%74%
Subscriber only content-66%77%83%73%
Subscriber only content-68%77%77%72%
Subscriber only content69%74%76%72%
Subscriber only content71%73%73%72%
Subscriber only content71%72%72%72%
Subscriber only content-75%69%66%71%
Subscriber only content64%79%72%70%
Subscriber only content63%77%74%69%
Subscriber only content62%79%74%69%
Subscriber only content57%82%80%69%
Subscriber only content66%72%72%69%
Subscriber only content--62%79%72%69%
Subscriber only content64%74%73%69%
Subscriber only content62%79%72%69%
Subscriber only content-68%72%66%69%
Subscriber only content--65%75%69%68%
Subscriber only content65%76%67%68%
Subscriber only content63%73%73%68%
Subscriber only content66%73%70%68%
Subscriber only content64%71%70%67%
Subscriber only content63%74%66%66%
Subscriber only content67%64%68%66%
Subscriber only content60%74%71%66%
Subscriber only content61%68%69%65%
Subscriber only content65%63%65%65%
Subscriber only content56%73%73%65%
Subscriber only content-62%68%66%64%
Subscriber only content62%62%67%64%
Subscriber only content57%70%67%63%
Subscriber only content-63%59%63%62%
Subscriber only content59%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 content58%55%45%54%

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.

More on this...

  • Need help choosing insurance? - Call the Which? Money Helpline
  • Thinking about buildings insurance? Take a
  • Find out which providers we rated best for

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