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26 July 2022

NFU Mutual named top provider for customer experience

The insurer was one of five firms to receive an Insurance DataLab Customer Experience Gold Award for their performance over the last 12 months

Our latest research has named NFU Mutual as the best insurer for customer experience with a CX Rating of 79% for 2022.

LV=, RAC, Saga and Markerstudy have also been recognised as top performers, with all five companies picking up an Insurance DataLab Customer Experience Gold Award for 2022.

Based on our own proprietary formula, devised specifically for this research, Insurance DataLab rated 20 of the largest personal lines providers in UKGI across four key metrics – claims, complaints handling, customer satisfaction and transparency – using data from Consumer Intelligence, Fairer Finance, Insurance Times and Trustpilot, as well as Insurance DataLab’s own analysis of FOS and FCA complaints data.

The research found that overall customer experience has improved over the last 12 months, with the average CX Rating climbing by six percentage points to 69%.

This means that table-topping NFU Mutual outperformed the market average by 10 percentage points, driven by a particularly strong claims performance with a score of 93% – the highest in this analysis after receiving a Consumer Intelligence claims satisfaction score of 9.25.

The companies that have picked up Customer Experience Gold Awards this year have all demonstrated exceptional performance across our key metrics, demonstrating how they put the customer at the heart of what they do.

These five firms have rightly been recognised for their outstanding performance, over the last year, but it is also pleasing to see the industry as a whole being recognised for its strong claims performance, with an average score of 82% and no firm falling below 70%.

Meet the best personal lines providers for customer experience

  • NFU Mutual – 79% CX Rating
  • LV= – 73% CX Rating
  • RAC – 73% CX Rating
  • Saga – 73% CX Rating
  • Markerstudy – 73% CX Rating

Further analysis of how the market has performed on customer experience will be published this September in our upcoming Customer Experience Report, which will also include a detailed analysis of how each of the 20 companies have fared across the four metrics that make up the overall CX Rating.

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© Insurance DataLab 2021. Insurance DataLab is owned and operated by MAD Financial Media Limited, registered in England and Wales under company number 12418752.
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