Best and worst home insurance

Best (and worst) home insurance companies

Few home 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 33 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.

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

Best and worst home insurance
Provider	Dealing with queries	Transparency of charges	Value for money	Customer score	Buildings score	Contents score	Total
				76%	77%	80%	77%
				70%	77%	72%	72%
	-			64%	77%	79%	71%
				68%	71%	68%	69%
				63%	71%	74%	68%
				62%	77%	69%	68%
				65%	73%	67%	67%
				60%	75%	64%	67%
				58%	76%	74%	66%
				55%	77%	74%	65%
				61%	70%	67%	65%
				63%	67%	66%	65%
				60%	69%	66%	64%
				59%	70%	69%	64%
				63%	62%	67%	64%
				60%	70%	67%	64%
				57%	71%	69%	64%
				54%	74%	71%	63%
				59%	67%	65%	63%
				55%	71%	68%	62%
				58%	64%	63%	61%
				54%	68%	66%	61%
				57%	64%	63%	60%
				57%	60%	65%	60%
				53%	67%	64%	59%
	-			56%	62%	62%	59%
	-	-	-	52%	65%	65%	58%
				52%	64%	59%	57%
				50%	65%	65%	57%
				53%	57%	61%	56%
	-	-	-	52%	59%	54%	54%
	-	-		55%	47%	52%	52%
	-	-	-	52%	50%	41%	49%
Average	-	-	-	58%	68%	66%	63%
More info Table notes: Customer score data based on a survey of 6,236 policyholders in November 2017. 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.

Customer scores

The customer score is based on a survey of 6,236 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 32 elements of a buildings insurance policy and 46 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.