Insurance DataLab has expanded its benchmarking service with the addition of Net Promoter Score (NPS) and claims satisfaction data for personal lines motor and home insurance, sourced from Consumer Intelligence.
The new data enables users to assess how insurers are perceived by their customers, particularly at the point of claim – a critical moment of truth in the insurance journey.
A broader view of performance
The inclusion of NPS and claims satisfaction scores provides a clearer view of customer experience across the market.
At an aggregate level, the data highlights clear differences between motor and home insurance.
Home insurance records a marginally higher average NPS than motor, suggesting slightly stronger overall customer advocacy. However, this comes alongside a much wider spread of scores across the market, with some providers delivering strongly positive experiences and others falling well into negative territory. This indicates a more polarised customer experience in home insurance, where outcomes can vary significantly.
Motor insurance, by contrast, shows a slightly lower average NPS but a more consistent distribution. This may reflect the more standardised nature of motor products and processes, where higher claim frequency drives operational maturity and more predictable customer outcomes.
Claims satisfaction data adds further depth to this picture.
On average, motor insurance outperforms home insurance on claims satisfaction, with scores clustering at a relatively high level across the market.
This suggests that while motor insurers may not always generate the strongest advocacy, they are generally delivering a reliable and well-understood claims experience – likely supported by higher volumes, greater automation, and more established supply chains.
Home insurance, meanwhile, lags slightly on claims satisfaction despite stronger NPS. This reinforces the idea that customer perception in home insurance is shaped by more than just claims handling – including price, service, and policy clarity – while also reflecting the inherently more complex and emotionally charged nature of home claims.
How Insurance DataLab Can Help
NPS and claims satisfaction scores for motor and home insurers is now available to subscribers on our intelligence platform.
This sits alongside a number of other CX metrics, including Financial Ombudsman and regulatory complaints data, FCA value measures, Fairer Finance product ratings, and Trustpilot TrustScores.
The platform also features a wealth of financial data covering underwriting results, solvency positions, and financial performance across insurers, brokers, MGAs and Lloyd’s Syndicates.
Book your free personalised demo here.