The Association of British Insurers (ABI) has carried out its second benchmark survey of motor insurer compliance with the ABI claims code. Results show that customer satisfaction remains high.
The survey of more than 6,000 claimants showed that 85% were satisfied with how their insurer had handled their claim, and 89% said it was handled efficiently.
But not all the results were positive - roughly 60% of those who made complaints felt the complaint was not handled fairly.
The ABI said that insurers have been working to improve this area over the last six months by revising complaints procedures and investing in staff training.
ABI's motor manager Jo Dagustun said: "How well an insurer performs when a claim is made is the key test for any policyholder.
"This latest survey shows a consistently high level of customer satisfaction with insurers' overall claims handling performance, but also points out a few specific areas for improvement.
"It is evident that insurers are seeking to address these areas of concern."
