For the primary time in two years, UK clients are telling us they really feel higher about their claims experiences. Client Intelligence’s newest analysis reveals 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 route is lastly constructive.
The lengthy view: progress, pandemic, and restoration
From 2016 to 2020, Client Intelligence information present that claims satisfaction has held agency, constantly above 8.2 for each residence and motor insurance coverage. In 2021 and 2022, the business hit new highs: motor at 8.6residence at 8.5.
Then the pandemic disrupted all the things. Courtesy vehicles grew to become 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 customers are feeling higher now
- Repairs are faster once more: UK repairers report cycle occasions coming down sharply from the 2022 peak, with key-to-key occasions now nearer to 2 weeks relatively than two months.
- Digital is delivering: what started as emergency fixes throughout COVID has change into commonplace apply. Video assessments, app-based claims, and immediate communication imply fewer delays and fewer chasing.
- Cash is shifting quicker: with Sooner Funds now embedded throughout monetary companies, extra insurers are utilizing same-day transfers to settle easy claims.
- Prevention is reducing disruption: know-how reminiscent of leak detection units is decreasing the dimensions and severity of residence claims, that means faster resolutions for purchasers.
- 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 customers are beginning to really feel the profit as soon as extra.
However the work isn’t executed
Challenges stay. Client Intelligence’s information reveals as we speak’s scores are nonetheless 0.5 factors beneath the highs of just some years in the past. Unbiased analysis highlights storm harm claims as a weak spot, with payout charges decrease than customers count on. The Ombudsman continues to report excessive volumes of complaints in constructing insurance coverage.
Whereas satisfaction is bettering, the restoration continues to be incomplete.
Our view at Client Intelligence
Shoppers don’t bear in mind their premium. They bear in mind how they have been handled after they wanted assist. That makes claims the single most important a part of what insurers provide.
That’s why, from 2025, we’ve sharpened our concentrate on claims inside our analysis:
- Monitoring satisfaction extra tightly throughout each residence and motor.
- Digging deeper into what actually drives constructive outcomes – pace, readability, prevention, empathy.
- Evaluating insurers extra intently to focus on the leaders and laggards in claims service.
Our intention is simple: to offer insurers with the intelligence they should win the moments that matter most to their clients.
