Loyal prospects 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 Shopper Intelligence Awards have a good time the insurers who persistently ship excellent service, fostering the form of satisfaction that interprets into lasting loyalty.
In a consistently shifting insurance coverage panorama, the place rising prices and evolving shopper expectations problem insurers to adapt, these manufacturers have emerged as champions of buyer satisfaction. By prioritising truthful worth, proactive communication, and modern 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 shoppers, giving us a transparent image of how policyholders really feel about their suppliers. The outcomes don’t simply spotlight the manufacturers with the happiest prospects—they showcase those finest positioned to retain them. And in a market the place buying new prospects is more durable than ever, these rankings provide a useful benefit.
This 12 months’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 |
| House 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 Shopper Obligation now firmly embedded and the FCA persevering with to emphasize truthful worth, the significance of buyer expertise has by no means been greater. Happy prospects aren’t simply much less more likely to change—they’re extra more likely to advocate their insurer to others. Essentially the most profitable manufacturers are those who take this accountability critically, guaranteeing each touchpoint reinforces belief and reliability.
Shopper 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 house insurance coverage, the results of local weather change—resulting in extra claims and rising prices—have made it tougher for insurers to keep up excessive satisfaction ranges. Nonetheless, the top-ranked manufacturers have continued to ship, demonstrating resilience and a dedication to assembly their prospects’ wants.”
Why This Issues for Your Model
Our analysis reveals that customers are over 5 instances extra probably to decide on an insurer recognised for buyer satisfaction primarily based on actual policyholder suggestions, reasonably than trade knowledgeable opinion. This makes the Shopper Intelligence Awards a strong belief sign—one which not solely reassures current prospects but in addition 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 impression of this achievement.
