More than 800 UKGI brokers have been rating commercial and personal lines insurers for the report

Insurance Times can reveal the headline results of its combined Five Star Rating Report: Commercial and Personal Lines 2024.

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While the full report and findings will be published in March this year, Insurance Times is today (7 February 2024) revealing the overall star ratings for both commercial and personal line insurers, as rated by UKGI brokers.

Brokers rated insurers through the Broker Service Survey, which has run for the past 18 years.

The most recent survey, conducted between October and December 2023, saw more than 800 brokers identify and rate the insurers with which they have regularly placed business during the past 12 months.

It asked brokers for their opinions, attitudes and satisfaction with the service they receive from insurance partners.


In 2024’s report, Markel and Arch Insurance ranked the highest when it came to commercial lines service for brokers.

These two insurers were awarded the maximum five stars for overall service across all five of the areas investigated by the Broker Service Survey.

Meanwhile, seven insurers achieved an overall four star rating for their commercial lines service, three insurers achieved a three star rating and one insurer achieved a two star rating.

Click here to view the overall commercial lines results and ratings for 2024

Click here to view the overall personal lines results and ratings and 2024

When it came to personal lines, it was Covea Insurance that came out on top – it was the only insurer to be awarded five stars by brokers for personal lines service.

Two insurers were awarded four stars by brokers for their personal lines service, while three insurers achieved an overall three star rating. Only one insurer received two stars from brokers. 

More information

The commercial lines findings ranked AIG, Allianz, Arch Insurance, Aviva, Axa, Chubb, Covea Insurance, Hiscox, Markel, NIG, QBE, RSA and Zurich.

The personal lines results include Ageas, Aviva, Axa, Covea Insurance, Hiscox, LV= and Sabre Insurance.

The report will be fully available for subscribers in March 2024. The full report includes additional insight around insurers’ performance levels, as well as granular broker feedback on insurers’ products and services.

For insurers wanting to receive in-depth analysis from the report, the 2024 Commercial and Personal Lines Data Insight Book can be acquired by emailing Aisha Roberts at Analysis into broker group performance and feedback from over 800 brokers is included. 

Insurance Times’ head of research Savan Shah said: “Thank you to all the brokers across the nation that came forward to participate in the survey – your views and feedback will surely steer the insurer market through challenging times over the next year.

”I have seen firsthand how seriously insurers take the feedback you provide, so thank you for sharing your views and influencing your insurer partners”.

Have your say

Meanwhile, the Insurance Times 2024 eTrading survey is open until midnight on 18 March 2024.

Brokers that take part will be entered into a prize draw to win £250 worth of John Lewis vouchers. They will also receive an exclusive executive summary of the results confirming the leading insurer extranets and software houses. 

Click here to take part in the eTrading survey.