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NFU Mutual rated as top home insurance provider

John Lewis also named as Which? Recommended Provider


NFU Mutual and John Lewis are the only two home insurers to qualify as Which? Recommended Providers (WRPs).

Both home insurance providers registered an excellent 72% customer score in Which? Money’s latest customer satisfaction survey, answered by 5,051 members of the general public.

Their standard home insurance policies also scored significantly above average, from the 40 home insurers that were included in the analysis. 

With a policy score of 81% for buildings insurance and 80% for contents insurance, NFU Mutual tops our table of home insurance providers.   

Best of the rest

Former WRPs Insure4Retirement and Age UK narrowly missed out on the WRP icon this time round, receiving customer scores of 69%, just below our 70% threshold for WRPs.

Nationwide BS and M&S Bank offer a good combination of high customer scores of 66% and 67% respectively, as well as very high buildings and contents policy scores across their standard home insurance policies, reflecting extremely comprehensive levels of cover.   

We were unable to include Ecclesiastical and Hiscox in our latest customer satisfaction survey due as they did not have a sufficient sample size for inclusion. 

Go further: Home insurance Which? Recommended Providers – see the results of our survey in full

Home insurance satisfaction

The latest satisfaction survey revealed some big shifts in customer score compared with our last survey in November 2013. 

Who’s up…

Sheilas’ Wheels, HSBC and Allianz saw the biggest positive leaps in customer score with 14%, 11% and 8% bringing their customer scores up to 67%, 63% and 57% respectively. 

M&S Bank (67%) and Bradford and Bingley (66%), also received largely positive customer scores with a 6% increase on their previous results.

…Who’s down

Providers that saw the biggest drop in customer scores included Royal and Sun Alliance (RSA) with -8%, Endsleigh with -7%, and both Axa and Zurich  -6%. All four providers were also the lowest scoring with customer scores of 48% to 54%.

Possible reasons behind the volatile results could be based partly on claims satisfaction with the wide scale flooding that hit the UK at the start of the year. 

Customer score is based on likelihood to recommend the provider to a friend and overall customer satisfaction.

Go further: Home insurance customer satisfaction – find out which providers offer the best value

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