Trust is integral to a successful insurance business – can clients rely on you when it comes time to make a claim? Do they have faith in you treating them fairly over the premiums they pay? Trust, of course, can take years to earn, but can be lost in moments.
For Ecclesiastical, it seems that earning and keeping trust in the world of home insurance has been high on its agenda – and it’s an effort that is paying off, with the firm topping the Fairer Finance Home Insurance league table for the eleventh time.
The specialist insurer finished ahead of Nationwide (second), NFU Mutual (third), John Lewis (fourth) and Hiscox (equal fourth) with a customer experience rating of 84% - well ahead of its nearest rival, which scored 74%. The table is made up from surveys of around 20,000 bank and insurance customers throughout the year.
“I am thrilled to see that Ecclesiastical has remained at the top of the Fairer Finance league table for home insurance, and that we continue to have the happiest customers,” said CEO Mark Hews. “We’re a unique financial services group, owned by a charity, and our purpose is to contribute to the greater good of society. We are committed to being the most trusted financial services group in all of our markets, so it’s wonderful to see significant improvement in all of our scores and to hear that our customers believe they can trust us ahead of 49 other insurers.”
The fact that Ecclesiastical has retained its place for so long is not lost on Fairer Finance MD James Daley.
“Ecclesiastical has been top of our home insurance customer experience ratings since it first appeared in our tables five years ago,” he said. “What’s most impressive is that it’s continued to improve its scores across all elements of our ratings, and is not only top overall, but also has the happiest customers, most trusted brand and the best record on transparency. It now has a commanding lead over its competitors and is setting a new high bar for customer experience that I hope other insurers will aspire to.”