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Customer Experience Report 2021 [Abridged]

The 2021 Insurance DataLab Customer Experience Report ranks 25 of the leading personal lines providers in the market on a number of key performance metrics. Drawing on data from the likes of Fairer Finance, Trustpilot and Insurance Times, as well as our own analysis of Financial Ombudsman Service complaints data, the full 70+ page report also provides a summary of the market performance over the last three years, and dives into the specific strengths and weaknesses of each provider in individual company profiles.

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