Home insurance Home insurance: claims satisfaction

The acid test of any home insurer is how it handles your claim. Which? has surveyed members about their experiences using a major home insurance provider with their ratings are shown in the table below. The survey was carried out in April 2015.

We also rate providers on the quality of their policies and their approach to customer service in our best and worst home insurance rankings. Full info on each policy can be found on our home insurance brand pages.

Brands included in the survey include: LV, John Lewis, NFU Mutual, Aviva and Direct Line.

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 trial. Or if you're already a member, log in to see our reviews.

Home insurance claims satisfaction
Home insurerCustomer serviceSpeed of dealing with a claimRegular communication on claim progressSettlement valueOverall satisfaction with claims
Subscriber only content94%90%--94%
Subscriber only content80%73%--87%
Subscriber only content88%83%80%85%87%
Subscriber only content84%88%--87%
Subscriber only content83%85%76%88%83%
Subscriber only content83%77%70%84%81%
Subscriber only content82%84%70%75%79%
Subscriber only content74%77%--77%
Subscriber only content72%69%65%70%73%
Subscriber only content-70%--73%
Subscriber only content69%71%45%74%73%
Subscriber only content71%67%51%64%68%
Subscriber only content70%67%54%56%65%
Subscriber only content70%67%64%68%65%

Table Notes:
Insurers must be rated by at least 30 respondents to be included in our table. Sample sizes in brackets show the number of respondents who gave an overall claims satisfaction rating - responses to some other questions were lower. Where '-' is shown, sample sizes were too low to give a score.

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