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 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 document highs of 2021-22, when satisfaction peaked at 8.6, the course is lastly optimistic.
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 8.6, residence at 8.5.
Then the pandemic disrupted the whole lot. Courtesy automobiles 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 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 moderately than two months.
- Digital is delivering: what started as emergency fixes throughout COVID has turn out to be commonplace observe. Video assessments, app-based claims, and instantaneous communication imply fewer delays and fewer chasing.
- Cash is transferring sooner: with Sooner Funds now embedded throughout monetary providers, extra insurers are utilizing same-day transfers to settle simple claims.
- Prevention is chopping disruption: know-how resembling leak detection units is lowering the dimensions and severity of residence claims, which means faster resolutions for purchasers.
- Regulation is elevating the bar: the FCA’s Client Responsibility has compelled insurers to simplify processes and take away friction, with criticism ranges in motor falling in 2024 consequently.
Taken collectively, these shifts clarify why shoppers are beginning to really feel the profit as soon as extra.
However the work isn’t accomplished
Challenges stay. Client Intelligence’s information exhibits immediately’s scores are nonetheless 0.5 factors under 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 remains to be incomplete.
Our view at Client Intelligence
Shoppers don’t keep in mind their premium. They keep in mind how they have been handled once they wanted assist. That makes claims the single most important a part of what insurers supply.
That’s why, from 2025, we’ve sharpened our give attention to claims inside our analysis:
- Monitoring satisfaction extra tightly throughout each residence and motor.
- Digging deeper into what actually drives optimistic outcomes – pace, readability, prevention, empathy.
- Evaluating insurers extra intently to focus on the leaders and laggards in claims service.
Our goal is simple: to supply insurers with the intelligence they should win the moments that matter most to their clients.
