Finder Home Insurance Customer Satisfaction Awards 2024
See the full results of our independent survey of 750 home insurance customers to see which brands are giving a fantastic service.
Welcome to the Finder Home Insurance Customer Satisfaction Awards 2024
Home is where the heart is, and home insurance is an important purchase for any household. For this category, we asked customers of some of the UK’s biggest home insurers about their experience and whether they’d recommend the company to a friend or family member.
Check out the winner and highly commended awards below, plus a full table of this year’s results. The winners are based on both overall satisfaction scores (that is, star ratings) and also recommendation scores (the percentage of customers who said they’d recommend the brand to a friend). More on this below.
Saga won the top spot for best home insurance provider as rated by its customers! This provider offers home protection policies designed for over-50s. It offers 2 levels of cover: Saga Plus and Saga Select – both have a 5-star Defaqto rating. Customers in our survey highlighted that Saga provides good value and reliable service and it’s easy to make a claim. And 90% of customers surveyed would recommend this provider to a friend.
Direct Line’s home insurance comes in 3 levels to suit all budgets. Customers we surveyed cited quick and efficient service along with the competitive pricing and comprehensive coverage. A significant 85% of customers said they’d recommend Direct Line to a friend.
Our 2024 home insurance customer satisfaction league table
|Customers who’d recommend
|Saga is a specialist insurer catering to over-50s, offering 2 levels of home insurance cover – Select and Plus. It had an overall customer satisfaction score of 4.8 and customers praised the specialised service and helpful support.
|Direct Line has 3 levels of home insurance cover to choose from, including Home Insurance, Home Insurance Plus and SELECT Premier policy. It had a 4.4 overall satisfaction score, with customers highlighting the efficient service.
|Nationwide is a well-known building society that works with Royal & Sun Alliance Insurance to offer home insurance. Its overall customer satisfaction score was 4.3 with customers describing Nationwide as trustworthy.
|A relative newcomer to the home insurance market, Urban Jungle is a modern take on insurance and is aimed at a younger audience – particularly younger renters. Urban Jungle’s customers like the price and service and it had an overall score of 4.1.
|Aviva is the largest insurer in the UK. It offers cover for buildings, contents or both, with a good range of optional add-ons and it had an overall score of 4.
|AXA has 3 levels of home insurance cover – HomeSmart, HomeSure and HomeSafe. The benefits offered get more comprehensive with each level and customers gave it an overall score of 4.
|Admiral has 3 levels of home insurance; buildings and contents can be separate or combined. The standard cover is fairly limited, but Gold and Platinum are very comprehensive. Its overall score was 3.9 and customers said they liked being able to hold several policies in one place.
|With 2 levels of cover – Home and Home Plus – and a flexible approach to contents insurance, LV= had an overall score of 3.8. LV= customers praised the helpful and professional service.
|Churchill home insurance has 2 levels – Home Insurance and Home Plus – which includes accidental damage in both buildings and contents. It had an overall score of 3.6 with customers appreciating the expertise of the service team.
|Co-op has been providing insurance for over 150 years. It had an overall customer satisfaction score of 3.6, with customers mentioning great service and clear instructions.
Customer satisfaction ratings methodology
In December 2023, we ran a customer satisfaction survey on home insurers. 750 people replied and told us their thoughts on their home insurance provider.
The survey asked respondents how satisfied they were with their current insurance company (on a scale from 1 to 5, 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’d 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 2023.
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