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Insurance sector ‘has work to do to rebuild customer relationships’ – Fairer Finance

By 2025-12-01T12:00:00

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Fairer Finance said that the “collapse in customer switching behaviour may help explain the modest claims improvements, as insurers may have belatedly recognised the need to improve retention through better claims handling, rather than relying on customer inertia alone”.

The insurance sector ’has work to do to rebuild customer relationships’ according to the latest Trust in Insurance Index from consumer advocacy organisation Fairer Finance, published today (1 December 2025).

This Autumn version of the index, which surveyed 10,000 customers, showed that trust scores remained some way below the peak recorded in Spring 2023 despite a modest uplift period-on-period. 

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