For the primary time in two years, UK clients are telling us they really feel higher about their claims experiences. Shopper Intelligence’s newest analysis reveals satisfaction in 2025 climbing again to eight.1 out of 10 for each house and motor claims – up from 7.9 (motor) and seven.8 (house) in 2024.
It’s a turning level. Whereas we’re not but again to the document highs of 2021-22, when satisfaction peaked at 8.6, the path is lastly optimistic.
The lengthy view: progress, pandemic, and restoration
From 2016 to 2020, Shopper Intelligence information present that claims satisfaction has held agency, persistently above 8.2 for each house and motor insurance coverage. In 2021 and 2022, the trade hit new highs: motor at 8.6, house at 8.5.
Then the pandemic disrupted all the pieces. Courtesy vehicles grew to become scarce, restore networks stalled, and storm claims piled up. By 2023, satisfaction had fallen to 7.7 for motor and 7.8 for house – the bottom ranges in a decade.
2025 is the primary 12 months we’ve seen an actual rebound.
Why customers are feeling higher now
- Repairs are faster once more: UK repairers report cycle occasions coming down sharply from the 2022 peak, with key-to-key occasions now nearer to 2 weeks moderately than two months.
- Digital is delivering: what started as emergency fixes throughout COVID has turn out to be normal observe. Video assessments, app-based claims, and prompt communication imply fewer delays and fewer chasing.
- Cash is shifting sooner: with Quicker Funds now embedded throughout monetary companies, extra insurers are utilizing same-day transfers to settle easy claims.
- Prevention is chopping disruption: expertise corresponding to leak detection units is decreasing the scale and severity of house claims, which means faster resolutions for patrons.
- Regulation is elevating the bar: the FCA’s Shopper Responsibility has compelled insurers to simplify processes and take away friction, with grievance ranges in motor falling in 2024 consequently.
Taken collectively, these shifts clarify why customers are beginning to really feel the profit as soon as extra.
However the work isn’t completed
Challenges stay. Shopper Intelligence’s information reveals right now’s scores are nonetheless 0.5 factors under the highs of just some years in the past. Impartial analysis highlights storm harm claims as a weak spot, with payout charges decrease than customers anticipate. The Ombudsman continues to report excessive volumes of complaints in constructing insurance coverage.
Whereas satisfaction is enhancing, the restoration remains to be incomplete.
Our view at Shopper Intelligence
Shoppers don’t bear in mind their premium. They bear in mind how they have been handled once they wanted assist. That makes claims the single most vital a part of what insurers provide.
That’s why, from 2025, we’ve sharpened our concentrate on claims inside our analysis:
- Monitoring satisfaction extra tightly throughout each house and motor.
- Digging deeper into what actually drives optimistic outcomes – velocity, readability, prevention, empathy.
- Evaluating insurers extra intently to focus on the leaders and laggards in claims service.
Our goal is simple: to supply insurers with the intelligence they should win the moments that matter most to their clients.
