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Insurance claims satisfaction – Which? investigates

NFU Mutual tops our claims satisfaction tables
Car crash

Which? has carried out its biggest ever survey on car and home insurance claims satisfaction to show which insurers get it right and those that need to improve.

We asked nearly 10,000 Which? members about their experiences of making a car or home insurance claim over the last two years with major insurance companies such as Direct Line and Aviva. 

Our investigation revealed that while some insurers are treating their companies well when it comes to making an insurance claim, others make the claims process harder than it should be.

Car insurance claims satisfaction

The overall customer scores for car insurers highlighted NFU Mutual (81%), Frizzell (80%) and LV= (74%) at the top of the pile.

For NFU Mutual, one claimant concluded that ‘it was superb throughout, dealing with the claim. I cannot praise it highly enough’, while another said that the insurer is ‘just a brilliant company to deal with’.

Insurance customers were less complimentary about Axa (47%), Hastings Direct (50%) and Admiral (51%) who came bottom of our car insurance claims table.

Home insurance claims satisfaction

NFU Mutual (86%), Hiscox (84%) and LV= (75%) excelled on home insurance claims, while Halifax (46%) and Legal & General (47%) had clear room for improvement.

There were common themes of good customer service and a smooth experience provided by the companies that performed extremely well in our survey.

One Hiscox home insurance customer told us that: ‘Hiscox is the ultimate in dealing with claims. Its service is second to none.’

Claims satisfaction key to keeping customers

The acid test of the quality of an insurance policy only comes when you need to make a claim. Our findings suggest that customers of some insurers would be best off voting with their feet if they want to ensure a smooth insurance claims experience. 

Those taking part in our survey were happy to tell us more about their claim and where they felt companies needed to improve their service. Common complaints included:

  • Delays in dealing with a claim
  • Poor communication 
  • Frustration at having to deal with different people each time you call

Customers making a claim sometimes had to wait for months for a response – far from ideal when some insurance claims can be urgent and expensive to put right.

Around two thirds of the car insurance claims made by Which? members in the past two years related to damage to their vehicles, and a major gripe was the choice and standard of repairers nominated by insurance companies.

Having problems with the garage arranged by the insurer or having to use a repairer miles away when there were better garages nearby were recurring themes.

Join our Which? conversation to share your claims experiences.

More on this…

  • Car insurance claims satisfaction results – how major insurers performed
  • Home insurance claims satisfaction scores – results for 21 home insurers
  • Car insurance reviews – policy details for the major car insurers
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