The UK general insurance market is becoming more transparent – and more scrutinised.
For insurers, this means performance is no longer judged on financial results alone. Under Consumer Duty and increasing market scrutiny, there is a growing expectation to demonstrate consistent delivery across the full policy lifecycle, particularly in claims and customer outcomes.
To support this, Insurance DataLab has developed the Insurer Performance Index to help insurers better benchmark their performance across the metrics that matter most to brokers.
A clearer view of performance
The Insurer Performance Index brings together four core pillars of performance – claims, complaints, solvency and underwriting – into a single, consistent framework.
By combining these elements into an at-a-glance scorecard, it provides insurers with a more complete view of how they perform in practice, rather than relying on individual metrics in isolation.
This is important because no single measure tells the full story.
An insurer may demonstrate strong underwriting performance, but weaker outcomes in claims or complaints. Equally, a strong solvency position may not always translate into consistent delivery for customers.
Taken together, the Index provides a balanced and comparable view of performance – enabling insurers to understand how they are positioned across all key dimensions.
Benchmarking against peers
One of the most valuable aspects of the Index is its ability to benchmark performance relative to the market.
While headline trends may suggest improvement across the industry, underlying performance varies significantly between insurers. Understanding where a business sits within that distribution is critical.
The Index allows insurers to identify areas of strength, highlight where performance is leading the market, and pinpoint where improvements may be required.
This is particularly important in a more competitive and scrutinised environment, where differentiation increasingly depends on consistency across both financial and customer outcome metrics.
Claims performance as a commercial lever
Insights from Insurance DataLab’s Commercial Lines Claims Pulse, created in partnership with Research in Finance and based on more than 800 commercial lines claims experiences, reinforce the importance of claims performance.
The findings show a clear link between claims experience, broker trust, and future business placement.
Brokers who reported a positive claims experience were more than nine times more likely to place business with the same insurer again, while poor experiences had a direct impact on trust and future placement behaviour.
This highlights that claims performance is not just an operational issue, but a key commercial lever – directly influencing broker relationships, retention and growth.
Supporting strategy and improvement
By providing a consistent and comparable view of performance, the Insurer Performance Index supports a range of strategic use cases for insurers.
It enables firms to:
- Benchmark performance against peers
- Identify strengths and areas for improvement
- Support internal performance monitoring and reporting
- Strengthen broker engagement with clear, data-backed insights
In a market where performance is increasingly visible, having a clear and objective view of how a business is performing is essential.
Download the Report
Further detail on the Insurer Performance Index, including full insurer rankings and methodology, are available in the Insurer Performance & Conduct Report, which was launched at the 2026 BIBA Conference.
The report, created in partnership with BIBA and sponsored by SSP, can be downloaded for free here.