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.

Picture not described

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.

Be it car, pet, home, life or travel insurance that you’re interested in, you can get the inside intel on these companies below.

The winners

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…

Car insurance

Picture not described

Winner, Best Car Insurance:


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.

Read our review of Aviva car insurance

Picture not described

Highly Commended, Car Insurance:


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.

Read our review of Saga car insurance

See the full car insurance results.

Travel insurance

Picture not described

Winner, Best Travel Insurance:

Virgin Money

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.

Read our review of Virgin Money travel insurance

Picture not described

Highly Commended, Travel Insurance:

Get Going

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.

Read our review of Get Going travel insurance

See the full travel insurance results.

Pet insurance

Picture not described

Winner, Best Pet Insurance:

M&S Bank

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.

Read our review of M&S Bank pet insurance

Picture not described

Highly Commended, Pet Insurance:

Direct Line

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.

Read our review of Direct Line pet insurance

See the full pet insurance results.

Home insurance

Picture not described

Winner, Best Home Insurance:

Tesco Bank

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.

Read our review of Tesco Bank home insurance

Picture not described

Highly Commended, Home Insurance:


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.

Read our review of Churchill home insurance

Picture not described

Highly Commended, Home Insurance:


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.

Read our review of Aviva home insurance

See the full home insurance results.

Life insurance

Picture not described

Winner, Best Life Insurance:


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.

Read our review of LV= life insurance

Picture not described

Highly Commended, Life Insurance:


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.

Read our review of Vitality life insurance

Picture not described

Highly Commended, Life Insurance:

Phoenix Life

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.

Read our review of Phoenix Life insurance

See the full life insurance results.

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.

Insurance ratings

★★★★★ — Excellent

★★★★★ — Good

★★★★★ — Average

★★★★★ — Subpar

★★★★★ — Poor

The customer satisfaction score is based on a survey of 750 customers carried out in December 2019.

Learn the details of our methodology and scoring.

More guides on Finder

Ask an Expert

You are about to post a question on

  • Do not enter personal information (eg. surname, phone number, bank details) as your question will be made public
  • is a financial comparison and information service, not a bank or product provider
  • We cannot provide you with personal advice or recommendations
  • Your answer might already be waiting – check previous questions below to see if yours has already been asked provides guides and information on a range of products and services. Because our content is not financial advice, we suggest talking with a professional before you make any decision.

By submitting your comment or question, you agree to our Privacy and Cookies Policy and Terms of Use.

Questions and responses on are not provided, paid for or otherwise endorsed by any bank or brand. These banks and brands are not responsible for ensuring that comments are answered or accurate.
Go to site