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Revealed: UK’s top car insurance providers for customer satisfaction

Revealed: UK’s top car insurance providers for customer satisfaction | Insurance Business

Revealed: UK’s top car insurance providers for customer satisfaction

If results of a new survey by an independent motor insurance comparison website are anything to go by, it looks like NFU Mutual is doing something right when it comes to making its customers happy.

Based on responses from 9,761 participants of which 8,196 are UK car insurance policyholders, NFU Mutual emerged as the best rated motor insurance provider in the country in terms of overall customer satisfaction. This was measured using ratings for areas such as ease of purchase and claims experience.

Here are the rated insurers, which each had a sample of more than 150 purchasers, and their corresponding customer satisfaction score:

  1. NFU Mutual – 94%
  2. LV= – 89%
  3. Tesco Bank – 86%
  4. Churchill – 85%
  5. Aviva – 85%
  6. Direct Line – 85%
  7. Saga – 82%
  8. AXA – 81%
  9. Esure – 81%
  10. Admiral – 79%
  11. Hastings Direct – 78%

Tracy Miller of mustard.co.uk believes the poll, conducted in January and February 2019, indicates that “customers place a great deal of importance on the service they receive, particularly when it comes to making a claim, the moment of truth for any insurance policy.”

The marketing director noted: “It’s reassuring to see customers rating providers highly when it comes to making a claim. This included how quickly their claim was dealt with, the call handler’s knowledge, and overall ease of dealing with the claims process.”

Ten of the 11 providers were rated based on their online purchasing process, over-the-phone purchasing process, and overall claims process. Only NFU Mutual does not offer online purchasing.