Money & Insurance > Stories

Best and worst insurers revealed

Patrick Christys
Apr 30, 2019


The worst insurers have been named and shamed in a new survey, but where does yours rank?

The AA, rather surprisingly, was named bottom of the league when it came to car insurance, with customer satisfaction ratings set at just 55%.

Customers pinpointed a perceived lack of communication on the progress of their claims as their main issue - the only thing worse than having a car crash is feeling like you're being kept in the dark when it comes to how your claim is getting along.

AXA was voted the second worst car insurer when it came to handling claims, closely followed by Hastings Direct and Allianz.

If you're with these firms and you feel as though you should make a switch, go to A Spokesman Said now and find a better deal for you.

Moving away from car insurance, the worst companies for home cover have also been revealed in this survey by Which?

RSA, meanwhile, achieved the lowest score for home insurance, scoring 52%. It was flagged as being especially poor for both the speed of its claims handling and at providing updates.

More Than and Legal & General were the second worst in our table for claims handling, followed by AXA and Saga.

So we've seen the worst the insurance industry has to offer, but what about the best?

Well, NFU Mutual topped the table for both home and car insurance for the second year in a row.

Customers praised the insurer for handling their claims swiftly, and it achieved high levels of satisfaction for settlements received by claimants. It also achieved four-star ratings for providing customers with regular updates on the progress of the claims.

Other top performers for car insurance included RSA and LV, scoring 83% and 82% respectively.

Meanwhile, for home insurance, LV again finished near the top of the table, followed closely by Churchill.

The tables below show which insurers fared best and poorest in our survey. Sample sizes (in brackets) show the numbers of respondents who answered questions about claims handling satisfaction and the likelihood of their recommending them.

Which? kindly put together a definitive guide to making sure your insurance claims are kept on track - here are five top tips:

  • Keep records: Some members who’ve dealt with complex claims recommend keeping a diary of all developments and details. This includes correspondence with all parties involved. If a problem emerges, this will help you pinpoint it.
  • Call out errors: Insurers, and the professionals working for them, sometimes make mistakes. If incorrect assumptions (whether it’s local wind speeds or the cost of your belongings) enter the decision-making process, this could cause you problems, so don’t be afraid to challenge them.
  • Chase the insurer: This shouldn’t be necessary but, alas, it often is. If you’ve been met with silence for a while, pick up the phone and (politely) bother your insurer.
  • Complain: Insurers don’t want unhappy customers, so if you make a written complaint they’ll at least try to fix the issue. If they can’t, you can also try the Financial Ombudsman Service
  • File your claim as early as possible: a preventative measure, but the quicker a claim is made, the better information the insurer will have, and the smoother the whole process should be.

Make sure you go to A Spokesman Said and complain if you've had a bad experience with insurance firms and we'll fight for you.

You can also scan through the best insurance deals on the market to save yourself a few quid while you're at it.

Here at A Spokesman Said we love fighting for your rights and believe passionately in natural justice.

But these battles cost us money. You could help us fund these fights by using our price comparison site, A Spokesman Said for your energy, car insurance and household bills.

We’re just the same as Go Compare or any other price comparison site, so you won’t be losing out in any way - by helping us, you will be helping yourself.

Thank you for your support.

When did you last switch your car insurance provider?

Last year 65% of customers didn't switch their car insurance to try and get a better deal.