Finder Insurance Customer Satisfaction Awards 2020
Looking for insurance or thinking of changing providers? Here's what customers had to say about some of the UK's top insurers.
Welcome to the Finder Customer Satisfaction Awards 2020
We didn’t choose these winners; the people who really matter did. Who are those people? You, of course! We asked customers of some of the UK’s biggest insurance companies about their experience and whether they would recommend their insurer.
The winners are based on both overall satisfaction scores (that is, star ratings) and recommendation scores (the percentage of customers who said they’d recommend the brand to a friend). More on this below.
By insurance category, the winners are…
As Aviva is the largest general insurer in the UK, it is clearly a popular choice in the lucrative car insurance market, and it banked top spot in our survey. With three strong comprehensive cover levels and helpful staff (according to customers), this win is well deserved.
Saga is an over-50s specialist and not available to drivers under 45, but it did so well in our survey we felt a shout out is in order. Customers praised the good cover and friendly staff, so the policies on offer make for a great option for those with a bit more experience – in life and on the road.
Part of the famous Virgin Group and with four levels of cover to choose from, Virgin Money is the only travel insurer on our list with a score of five out of five stars. There was a lot of praise from customers in our survey for the company’s insurance cover and great service, plus its good prices.
Get Going specialises in providing travel insurance for people with existing medical conditions, who might struggle to find a good deal elsewhere, or even a company that would be willing to provide them with cover at all. There are three levels of cover to choose from and our survey revealed customers love Get Going’s good value policies and service levels.
While the M&S brand is best known for its British high-street staple department stores, M&S Bank (the financial arm of the brand) is now a part of HSBC. There are three levels of cover to choose from (for cats and dogs only), plus access to a 24/7 medical advice helpline. Customers surveyed praised the easy, quick service on offer.
Better known for its car insurance, Direct Line offers a range of financial products, including two levels of pet insurance for cats and dogs – Essential and Advanced. You can get a 12.5% discount when you insure more than one pet, and the company’s claims process was said to be easy and fast by customers in our survey.
The financial arm of the largest supermarket chain in the UK came tops for home insurance in our survey. The cover on offer here is very comprehensive, with lots of benefits for both the buildings and contents options. Customers told us they love the good service and the fact they can earn Tesco Clubcard points with their premiums.
We have a two-way tie for our highly commended home insurance award. The first company is the home of the famous nodding dog – Churchill. There are two cover options on offer and you can choose from a combined buildings and content policy, or just contents on its own. Customers praised the competitive rates and good service.
Another appearance from the UK’s largest general insurer, this time for its home insurance offering. Aviva offers three levels of cover, plus a range of optional extras and a 15% discount for buying online. Aviva’s home insurance customers described it as trusted, reliable and easy to deal with.
LV= started in 1843 as a burial society, with what was then an early version of life insurance. These days, the company offers various financial products, including two types of life insurance – term life and term life with critical illness. Customers said LV= is easy to use and provides great service.
Vitality’s main advantage over other life insurance providers is that it offers rewards, cashback and discounts for customers who maintain an active and healthy lifestyle. There are several types of policies on offer and customers told us they love the rewards and how easy it is to set it all up.
Our second runner-up no longer provides life insurance to new customers, but existing customers cited straightforward cover at a reasonable price, and rated the service as worthy of a high commendation.
Customer satisfaction ratings methodology
In December 2019, we ran a customer satisfaction survey on insurance providers. 750 people replied and told us their thoughts on their insurance provider in one of five categories (car, travel, pet, home and life).
The survey asked respondents how satisfied they were with their current insurance company (on a scale from one to five, and also whether they would recommend the brand to a friend or not). We turned the results into star ratings and shortlisted the top-performing brands for our awards. When there was a draw, we used the recommendation score (that is, the percentage of customers who said they would recommend the brand to a friend) as a tie-breaker.
Full details of our star ratings for this sector are on the insurance ratings methodology page.
★★★★★ — Excellent
★★★★★ — Good
★★★★★ — Average
★★★★★ — Subpar
★★★★★ — Poor
The customer satisfaction score is based on a survey of 750 customers carried out in December 2019.
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