Loyal clients are the lifeblood of any profitable insurer. Incomes and sustaining their belief takes extra than simply assembly expectations it requires exceeding them at each alternative. The Client Intelligence Awards have a good time the insurers who persistently ship excellent service, fostering the type of satisfaction that interprets into lasting loyalty.
In a consistently shifting insurance coverage panorama, the place rising prices and evolving client expectations problem insurers to adapt, these manufacturers have emerged as champions of buyer satisfaction. By prioritising honest worth, proactive communication, and progressive options, they’ve set a benchmark for excellence.
The Energy of Satisfaction in Driving Loyalty
Yearly, our Insurance coverage Behaviour Tracker gathers insights from over 48,000 UK customers, giving us a transparent image of how policyholders really feel about their suppliers. The outcomes don’t simply spotlight the manufacturers with the happiest clients—they showcase those finest positioned to retain them. And in a market the place buying new clients is tougher than ever, these rankings provide a useful benefit.
This Yr’s Buyer Satisfaction Leaders
We’re proud to recognise the insurers who’ve demonstrated a relentless dedication to buyer satisfaction and loyalty over the previous yr.
| Class | Buyer Satisfaction Insurance coverage Winners |
|---|---|
| Motor Insurance coverage | The AA, Ageas, Aviva, Dial Direct, Direct Line, LV=, NFU Mutual, RAC, Saga, Sheilas’ Wheels |
| Residence Insurance coverage | Aviva, Financial institution of Scotland, Co-op, Direct Line, John Lewis, MBNA, Nationwide, Prudential, Saga, Tesco |
(Listed in alphabetical order)
What’s Driving Satisfaction in 2025?
With Client Obligation now firmly embedded and the FCA persevering with to stress honest worth, the significance of buyer expertise has by no means been larger. Glad clients aren’t simply much less prone to change—they’re extra prone to advocate their insurer to others. Essentially the most profitable manufacturers are people who take this accountability critically, guaranteeing each touchpoint reinforces belief and reliability.
Client Intelligence’s Information Scientist, Kalle Myllarniemi, feedback:
“In motor insurance coverage, satisfaction ranges have remained secure regardless of premium will increase, suggesting that policyholders are more and more valuing service high quality alongside value. In dwelling insurance coverage, the consequences of local weather change—resulting in extra claims and rising prices—have made it tougher for insurers to keep up excessive satisfaction ranges. Nevertheless, the top-ranked manufacturers have continued to ship, demonstrating resilience and a dedication to assembly their clients’ wants.”
Why This Issues for Your Model
Our analysis reveals that customers are over 5 instances extra possible to decide on an insurer recognised for buyer satisfaction primarily based on actual policyholder suggestions, moderately than business professional opinion. This makes the Client Intelligence Awards a robust belief sign—one which not solely reassures present clients but additionally attracts new ones.
Make the Most of Your Success
In case your model has been recognised this yr, let’s speak about how one can maximise the affect of this achievement.
