For the primary time in two years, UK prospects are telling us they really feel higher about their claims experiences. Client Intelligence’s newest analysis exhibits satisfaction in 2025 climbing again to eight.1 out of 10 for each residence and motor claims – up from 7.9 (motor) and seven.8 (residence) in 2024.
It’s a turning level. Whereas we’re not but again to the report highs of 2021-22, when satisfaction peaked at 8.6, the path is lastly optimistic.
The lengthy view: progress, pandemic, and restoration
From 2016 to 2020, Client Intelligence information present that claims satisfaction has held agency, persistently above 8.2 for each residence and motor insurance coverage. In 2021 and 2022, the trade hit new highs: motor at 8.6residence at 8.5.
Then the pandemic disrupted every thing. Courtesy vehicles turned scarce, restore networks stalled, and storm claims piled up. By 2023, satisfaction had fallen to 7.7 for motor and 7.8 for residence – the bottom ranges in a decade.
2025 is the primary yr we’ve seen an actual rebound.
Why shoppers are feeling higher now
- Repairs are faster once more: UK repairers report cycle instances coming down sharply from the 2022 peak, with key-to-key instances now nearer to 2 weeks fairly than two months.
- Digital is delivering: what started as emergency fixes throughout COVID has develop into customary follow. Video assessments, app-based claims, and prompt communication imply fewer delays and fewer chasing.
- Cash is shifting quicker: with Sooner Funds now embedded throughout monetary providers, extra insurers are utilizing same-day transfers to settle easy claims.
- Prevention is slicing disruption: know-how equivalent to leak detection gadgets is lowering the scale and severity of residence claims, which means faster resolutions for patrons.
- Regulation is elevating the bar: the FCA’s Client Obligation has pressured insurers to simplify processes and take away friction, with criticism ranges in motor falling in 2024 in consequence.
Taken collectively, these shifts clarify why shoppers are beginning to really feel the profit as soon as extra.
However the work isn’t completed
Challenges stay. Client Intelligence’s information exhibits at this time’s scores are nonetheless 0.5 factors beneath the highs of just some years in the past. Impartial analysis highlights storm injury claims as a weak spot, with payout charges decrease than shoppers anticipate. The Ombudsman continues to report excessive volumes of complaints in constructing insurance coverage.
Whereas satisfaction is enhancing, the restoration continues to be incomplete.
Our view at Client Intelligence
Customers don’t keep in mind their premium. They keep in mind how they have been handled after they wanted assist. That makes claims the single most vital a part of what insurers provide.
That’s why, from 2025, we’ve sharpened our deal with claims inside our analysis:
- Monitoring satisfaction extra tightly throughout each residence and motor.
- Digging deeper into what actually drives optimistic outcomes – velocity, readability, prevention, empathy.
- Evaluating insurers extra intently to focus on the leaders and laggards in claims service.
Our intention is simple: to supply insurers with the intelligence they should win the moments that matter most to their prospects.
