Five Star 2026 Personal Lines Overall Ratings

Insurance Times has carried out its annual Broker Service Survey (BSS) for 20 years, making this the 20th‑anniversary edition—a significant milestone for the UK market. For the seventh consecutive year, the BSS includes a five‑star rating system linked to performance scores. This framework helps brokers assess insurers more simply and enables insurers to benchmark their service more clearly against peers.

The broker service survey ran from October to December 2025, inviting UK brokers to identify and rate the insurers with whom they have regularly placed business over the preceding 12 months. Around 850 brokers participated, reflecting thoughtfully on many aspects of service delivered by their insurer partners.

Service factors assessed

The BSS focuses on five service factors, with brokers rating insurers on each of the following:

• Overall claims experience
• Overall relationship management
• Overall quality of cover
• Overall underwriting experience
• Overall policy documentation

For insurers seeking advanced in-depth analysis, broker segmentation analysis and feedback, which can be used to improve business, the 2026 Commercial Lines Data Insight Book can be purchased. To discuss the contents of the 2026 Commercial or Personal Lines Data Book or to get a view of last year's content page, please contact Aisha Roberts:

The personal lines survey was open to UK brokers throughout October to December 2025. Brokers across the UK were asked to identify and rate insurers with which they have regularly placed business during the past 12 months. Brokers were also asked to answer a range of questions on service, claims, underwriting, relationship management, quality of cover, products and much more.