Customer Experience Report 2023

The new and improved 2023 Insurance DataLab Customer Experience Report ranks 24 insurance providers on four key performance metrics:

• Claims
• Complaints
• 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.

This year also includes analysis of claims acceptance rates from the FCA’s Value Measures, making it our most in-depth CX report.