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Best and worst home insurance

By Brean Horne

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Finding the best home insurance policy can be tricky. We've taken a look at over 30 providers to help you get the right cover on your buildings and contents insurance.


Our short video shows three steps to help you find the best home insurance policy for you. 

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 31 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 home insurance providers in the market including: John Lewis, the AA, LV, Halifax, Direct Line, Aviva, More Than, Churchill, Legal & General and Axa.

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.

Members can log in to see the results of our analysis. If you’re not already a member, you can sign up to a two month trial for Which? Money for just £1 to access this review, along with thousands of others, and enjoy the benefits of a Which? membership.

Best and worst home insurance
Provider Dealing with queries Transparency of charges Value for money Customer score Buildings score Contents score Total

Subscriber only content

73% 77% 80% 77%

Subscriber only content

70% 77% 72% 72%
Subscriber only content - 64% 77% 79% 71%

Subscriber only content

68% 71% 68% 69%

Subscriber only content

63% 71% 74% 68%

Subscriber only content

62% 77% 69% 68%

Subscriber only content

65% 73% 67% 67%
Subscriber only content 60% 75% 64% 67%
Subscriber only content 58% 76% 74% 66%
Subscriber only content 55% 77% 74% 65%
Subscriber only content 61% 70% 67% 65%
Subscriber only content 63% 66% 67% 65%

Subscriber only content

60% 69% 66% 64%
Subscriber only content 59% 70% 69% 64%
Subscriber only content 63% 62% 67% 64%
Subscriber only content 60% 70% 67% 64%
Subscriber only content 57% 71% 69% 64%
Subscriber only content 54% 74% 71% 63%
Subscriber only content 59% 67% 65% 63%
Subscriber only content 55% 71% 68% 62%
Subscriber only content 58% 64% 63% 61%
Subscriber only content 54% 68% 66% 61%
Subscriber only content 57% 64% 63% 60%
Subscriber only content 57% 60% 65% 60%
Subscriber only content 53% 67% 64% 59%
Subscriber only content - 56% 62% 62% 59%
Subscriber only content - - - 52% 65% 65% 58%
Subscriber only content 52% 64% 59% 57%
Subscriber only content 50% 65% 65% 57%
Subscriber only content 53% 57% 61% 56%
Subscriber only content - - - 52% 59% 54% 54%
Subscriber only content - - 55% 47% 52% 52%
Subscriber only content - - - 52% 50% 41% 49%
Average - - - 58% 68% 66% 63%
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.

How we calculate the scores

Customer scores

The customer score is based on a survey of 6,236 general public respondents and are worked out using a combination of 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.

  • Last updated:  January 2018
  • Updated by: Brean Horne
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Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.