Customer Experience Report 2022

The new and improved 2022 Insurance DataLab Customer Experience Report ranks 20 of the leading personal lines providers in the market on four key performance metrics:

• Claims
• Complaints handling
• Customer satisfaction
• Transparency

Drawing on data from the likes of Consumer Intelligence, Fairer Finance, Trustpilot and Insurance Times, as well as our own analysis of Financial Ombudsman Service and regulatory complaints data, this reports dives deep into market performance over the last three years.

It also shines a light on the strengths of those Gold Award winners at the top of our rankings, as well as the weaknesses of those providers in need of improvement.