Consumer Intelligence reveals which brands consumers trust the most across five categories
Aviva, Co-op Insurance and NFU Mutual are among the insurers that have been recognised for claims satisfaction according to data analytics organisation Consumer Intelligence.
Each year, Consumer Intelligence uses its Behaviour Tracker survey to poll nearly 50,000 insurance customers about firms they purchased home or motor policies with. Businesses that receive the highest ratings across five categories – claims satisfaction, customer satisfaction, customer service, customer trust and recommended by customers – win a Consumer Intelligence Award.
For 2020, there are 10 winners per category, with 25 brands recognised in total – NFU Mutual clocked up the most accolades with award wins in every category across both home and motor insurance.
The 2020 Consumer Intelligence Award winners are:
| Motor insurance winners* | ||||
|---|---|---|---|---|
|
Claims satisfaction |
Customer satisfaction |
Customer service |
Customer trust |
Recommendation by customers |
|
Aviva Churchill Co-op Insurance Direct Line LV= MORE THAN NFU Mutual Privilege Sheila’s Wheels
|
Aviva Co-op Insurance Direct Line LV= M&S Bank NFU Mutual RIAS Quotemehappy.com Saga Sheila’s Wheels
|
The AA Aviva Co-op Insurance Direct Line LV= M&S Bank NFU Mutual Saga Sainsbury’s Bank Tesco Bank |
The AA Aviva Co-op Insurance Direct Line LV= Lloyd’s Bank M&S Bank NFU Mutual Sainsbury’s Bank Sheila’s Wheels |
Aviva Co-op Insurance Direct Line LV= MORE THAN M&S Bank NFU Mutual Sainsbury’s Bank Sheila’s Wheels
|
|
*winning brands are listed in alphabetical order |
||||
| Home insurance winners* | ||||
|---|---|---|---|---|
|
Claims satisfaction |
Customer satisfaction |
Customer service |
Customer trust |
Recommendation by customers |
|
Aviva Co-op Insurance Hiscox John Lewis Finance Lloyd’s Bank NFU Mutual RIAS Saga Swinton Tesco Bank
|
Aviva Barclays Direct Line John Lewis Lloyd’s Bank Nationwide NFU Mutual Saga Sheila’s Wheels Swinton
|
Aviva Barclays Direct Line HSBC John Lewis Finance Lloyd’s Bank M&S Bank Nationwide NFU Mutual Santander
|
Barclays Co-op Insurance John Lewis Lloyd’s Bank M&S Bank Nationwide Natwest NFU Mutual Saga Santander
|
Aviva Churchill Co-op Insurance Direct Line John Lewis Finance Nationwide NFU Mutual Sainsburys Sheila’s Wheels Swinton
|
|
*winning brands are listed in alphabetical order |
||||
Ian Hughes, chief executive at Consumer Intelligence, said: “As an insurer, you can’t influence the results by submitting a well-worded application. You simply must do an amazing job for your customers all day, every day, 365 days a year. This is what delivers great outcomes in these awards.
“This year’s winners are the brands that continuously put customers at the heart of their business. Congratulations to you all.”
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