A survey of nearly 10,000 people shows which insurance firms are on the right tracks, and which need to take steps to improve their service.
The study, carried out by consumer body Which? looks at the experiences of making a claim on home or car insurance policies in the last two years.
Findings show that although some are treating customers well, others seem to make the process of making a claim harder than it needs to be.
For car insurers, NFU Mutual came out on top with a score of 81%, followed by Frizzell with 80% and LV= with 74%.
One participant said that NFU Mutual was “superb throughout” the claims process and another described the company as “brilliant” to deal with.
At the bottom of the table were Axa with 47%, Hastings Direct with 50% and Admiral with 51%.
NFU Mutual also came out on top for home insurance claims with 86%, followed by Hiscox with 84% and LV= with 75%. Halifax was the worst performer with 46%, then Legal & General with 47%.
Of Hiscox’s handling of home insurance claims one customer said the service is “second to none”.
Good customer service and a smooth claims experience were noted of the top companies throughout the survey comments.
The report points out that the real test of an insurance policy comes only when customers need to make a claim. It seems that some would be better off switching their insurance provider to ensure an efficient process should they ever have to make a claim.
For insurers the survey highlights areas where they can improve in order to keep customers happy, and keep them as customers. Common problems included delays in sorting a claim, poor communication and having to deal with a different person on each call. In some comments customers said they had to wait months for a response.
There were also complaints over the standard of car repairs carried out by nominated firms in vehicle damage claims. Problems with the garage that was chosen by the insurer and being told to use a garage miles away, despite there being ones nearby, were often mentioned.
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