Personal lines insurers have caught up with their commercial peers in the latest Insurance Times 5 Star Ratings, as service levels rebounded following a drop in personal lines service in 2024.
The average five-star rating for both markets now stands at 3.88 – an increase of 0.04 for commercial lines insurers and 0.09 for the personal lines market.
This continued improvement in the commercial market – now the third consecutive year of improving results – means that commercial lines insurers have once again achieved a record rating from brokers.
This represents a notable turnaround from 2022 when commercial insurers hit an all-time low of 3.60 in the wake of the business interruption scandal.
In personal lines, insurer service levels have rebounded quickly following a significant drop in the average rating last year saw the personal lines market fall behind their commercial peers.
Although personal lines service hasn’t fully recovered to 2023 levels, it still represents a significant improvement for the market over the last 12 months.
Top of the Table
When it comes to individual performance, Markel, Arch Insurance and Zurich have come out top of the commercial lines ratings, with all three insurers the maximum five star score for overall service across each of the five key metrics assessed by the survey.
Meanwhile, Covéa and Aviva lead in personal lines, with both insurers receiving a five star rating from brokers.
Scores for all of the insurers included in the Insurance Times Five Star Ratings for this year and the previous five are available on the Insurance DataLab market intelligence platform. Click here to request a free demo