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13 June 2023

Home insurance overtakes motor in Fairer Finance CX ratings 

But travel insurance continues to lag behind the rest of the market despite ongoing improvements post-Covid dip

The Spring 2023 release of the Fairer Finance customer experience ratings have revealed a changing of the guard at the top of the table, with home insurance overtaking car insurance, the long-standing market leader. 

The average CX rating for home insurance stood at 66% for spring 2023 after climbing one percentage point since the autumn 2022 release, making it nine consecutive periods of rating improvements for the product line. 

Meanwhile, a one percentage point drop in the rating for car insurance has seen the product line drop to a score of 65% – level with pet insurance in joint second place. 

This marks the first time since spring 2020 that car insurance has not topped the rankings, although the business line has still improved its performance over the last three years after it increased its score by nine percentage points. 

Travel insurance, meanwhile, continues to lag significantly behind the rest of the market with a Fairer Finance customer experience rating of just 58%. 

The business line has been improving, however, rising eight percentage points since autumn 2020 after the business line suffered a dip in its ratings as a result of the Covid-19 pandemic. 

The latest Fairer Finance Customer Experience Scores by company are now available for subscribers to our data insight platform. You can request a free trial of the platform here.

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