Finder Home Insurance Customer Satisfaction Awards 2021
See the full results of our independent customer satisfaction survey of 1,173 home insurance customers – who's got you feeling right at home?
We asked customers of some of the UK’s biggest home insurance companies about their experience and whether they would recommend their insurer to a friend or family member.
You can see our winners below, plus a full table of the results. 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.
Our home insurance winners
As the largest general insurance provider in the UK, Aviva offers an extensive range of financial products. AvivaPlus home insurance comes in three levels of cover that can be paid for monthly with no interest. Customers also have the option to take out contents cover, buildings cover or a combination of both. Customers in our survey praised the company for being reliable, approachable and transparent.
LV= offers two levels of comprehensive home insurance cover to choose from – Home and Home Plus. Separate contents cover and buildings cover policies are also available, as well as landlord insurance . Customers surveyed love the good value service, helpful staff and ease of use.
Our 2021 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 1,173 insurance customers was carried out in December 2020.
|Overall satisfaction||Customers who’d recommend||Issuer||Review|
|★★★★★||84%||Aviva is the largest general insurer in the UK. There are three levels of cover to choose from and its customers find it to be reliable and trustworthy.||View deals|
|★★★★★||81%||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 raved that it was good value and easy to set up and that they felt that the company was trustworthy.||View deals|
|★★★★★||79%||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 it for its competitive prices and helpful advisors.||View deals|
|★★★★★||77%||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 commended its quick payouts and excellent service.||View deals|
|★★★★★||76%||Who’d have thought that major supermarket Tesco Bank offers home insurance as well as your local shop? Customer find that it’s great value for money and really easy to renew.||View deals|
|★★★★★||75%||Churchill’s home insurance comes with a wide range of features. Policies can also be upgraded with optional extras such as legal expenses cover and home emergency cover. Its customers find that it is reliable and that there’s an easy claim process.||View deals|
|★★★★★||73%||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 that it has great customer service, its policies are easy to understand and that it’s cost effective.||View deals|
|★★★★★||75%||Swinton lets you build a home insurance plan that suits you and exactly what you’re looking for. You can also add optional extras to your policy whenever you like. Its customers like that its well priced and reliable and that its staff is helpful.||View deals|
|★★★★★||73%||Getsafe has several different types of cover depending on what you’re looking for, including accidental damage, personal possessions and home emergency. Its customers say that it’s got good customer service and that it’s reasonably priced.||View deals|
|★★★★★||73%||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 that it’s good value, easy to deal with and competitively priced.||View deals|
|★★★★★||70%||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 find Halifax to be reliable and supportive and the policies competitively priced.||View deals|
|★★★★★||68%||More Than has several options when it comes to home insurance. Its standard buildings and contents insurance are standalone policies, but you can combine these if needed. Its customers think that it has good prices and that it deals with claims efficiently.||View deals|
|★★★★★||62%||Home Protect’s specialist home insurance is available to homeowners, holiday homeowners, landlords, tenants and students. Basic home emergency and legal expenses cover are included as standard in the broker’s policy and its customers think it offers a helpful and friendly service.||View deals|
|★★★★★||66%||Policy Expert offers two levels of home insurance cover and a range of optional extras. It also compares a range of home insurance policies from other providers. It’s got Defaqto ratings between 3 and 5 stars.||View deals|
|★★★★★||62%||Age Co (formerly Age UK) is an over-50s specialist, but offers cover to customers of all ages. It 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. Customers found it to be reliable.||View deals|
|★★★★★||61%||A newcomer to the home insurance market, Urban Jungle is a modern take on insurance aimed at a younger audience, and particularly renters. Urban Jungle’s customers liked that it has personalised cover and low prices.||View deals|
Customer satisfaction ratings methodology
In December 2020, we ran a customer satisfaction survey on insurance providers. 1,173 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 1,173 customers carried out in December 2020.
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