Finder Home Insurance Customer Satisfaction Awards 2020
See the full results of our independent customer satisfaction survey of 750 home insurance customers – who's got you feeling right at home?
You can see our winners below, plus a full table of the results and an explanation on how we came up with the results.
Our home insurance winners
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.
We have 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.
Our 2020 home insurance customer satisfaction league table
We asked policyholders to rate their satisfaction with their insurance company, and whether they’d recommend it to a friend. We’ve shown both for each brand in the table below. Our independent survey of 750 insurance customers was carried out in December 2019.
|Overall satisfaction||Customers who’d recommend||Issuer||Review|
|★★★★★||81%||Tesco Bank is not only the largest supermarket chain in the UK, but also the winner in our home insurance category. Customers in our survey told us they love the great service and the fact you can earn extra Clubcard points with your premiums.||View deals|
|★★★★★||78%||Our second place goes to another “largest” – Aviva, the largest general insurer in the UK. There are three levels of cover to choose from here and the company is trustworthy, reliable and easy to deal with, according to customers.||View deals|
|★★★★★||78%||Churchill and its nodding dog offer standard home cover as well as a premium policy with some extra benefits. Customers surveyed praised the competitive rates and good levels of service.||View deals|
|★★★★★||76%||Popular high-street bank Halifax offers two levels of cover – Limit and Ultimate Limit. It also offers renters insurance with a good range of benefits. Customers praised the great customer service, both online and in branch.||View deals|
|★★★★★||75%||Direct Line has three levels of home insurance cover to choose from, including its Select Premier policy, which features unlimited contents and building cover. Customers in our survey reported reasonable prices and good service.||View deals|
|★★★★★||71%||With two levels of cover to choose from, Home and Home Plus, and a flexible approach to contents insurance, LV= is a strong option for home insurance. LV= customers praised the good value of the cover on offer as well as the efficient service and claim handling process.||View deals|
|★★★★★||66%||Saga is a specialist insurer catering to the over-50s market, offering two levels of home insurance cover. The policy can be tailored to your needs and customers praised its good value and ease of application.||View deals|
|★★★★★||66%||AXA has three levels of home insurance cover – HomeSmart, HomeSure and HomeSafe. The benefits offered differ with each level, but customers in our survey reported competitive prices and a great service across the board.||View deals|
|★★★★★||68%||Another over-50s specialist that is open to customers of all ages, Age Co (formerly Age UK) only has one level of home insurance cover, but it’s a decent one. The policy comes with the extra benefit of access to 24/7 legal advice and a free identity theft advice line.||View deals|
|★★★★★||64%||Admiral has three levels of home insurance available, with the Basic one being pretty limited, but the Platinum policy offering very comprehensive cover. Customers surveyed said they were satisfied with the levels of cover and service offered by the company.||View deals|
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 each 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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