General Insurance Article - 2 out of 5 'suffer insurance claim issues'


More than two out of five motor and home insurance customers have suffered delays and problems when making claims, new research1 from insurance experts Consumer Intelligence shows. Its study found nearly one in five (17%) suffered delays in processing claims while one in seven (14%) had to go back with extra information after making a claim.

     
  •   But 84% believe their claim was handled fairly
  •  
  •   And only one in three who have claims turned down move insurer

 However the research – which comes as insurers brace themselves for payouts of up to £1.3 billion following the winter floods devastation from Storms Desmond, Eva and Frank – shows 84% of customers say their claims were handled fairly.

 Even customers who have had claims turned down do not necessarily blame the insurer – just 30% switch to a new provider after a claim is rejected, the study found.
  
 Consumer Intelligence’s study of how satisfied customers are with claims handling shows on average they rates insurers 6.9 out of 10 with just 12% dissatisfied.
  
 The company’s Claims Satisfaction research2 over the past two years tracking the experience of 50,000 drivers of which 11,000 have made claims reveals the top 10 firms achieve scores of up to 9.3 out of 10 for home insurance and 8.8 for motor.
  
 Top-rated home insurance firms include M&S, NFU Mutual, RIAS, Hiscox, Co-Op, Saga, John Lewis, Lloyds, LV and Barclays. The best performers for motor included More Than, Saga, LV, Co-Op, Aviva, Esure, M&S, Direct Line, Churchill and NFU Mutual
  
 Ian Hughes, Chief Executive of Consumer Intelligence said: “Customers tend to only see the value of insurance when they make a claim and firms clearly need to do more to ensure the experience is better.
  
 “However they can take comfort from the fact that the vast majority of customers believe their claims are handled fairly and that satisfaction is generally high considering the criticism companies routinely face.
  
 “Even when claims are turned down customers do not instantly leave their insurer as the research shows.”
  
 The table below shows the issues customers have encountered while making claims.
 
 
 The study shows 62% of customers who made successful claims stayed with their insurer at renewal. However 30% switched with 18% blaming a price rise and 12% the way the claim was handled.
  

Back to Index


Similar News to this Story

DB maturity means consultants must manage the end game
The dawn of a new era for the pensions industry, as defined benefit (DB) schemes reach maturity, is shifting the strategic focus of many schemes to th
You may miss car insurance savings by not using telematics
A survey conducted by YouGov and commissioned by Redtail Telematics, the long-established provider of integrated telematics solutions worldwide for th
False insurance claims rise by twenty seven percent
Cifas, the UK’s leading fraud prevention service with over 450 members, has released new figures showing a marked increase in the number of individual

Site Search

Exact   Any  

Latest Actuarial Jobs

Actuarial Login

Email
Password
 Jobseeker    Client
Reminder Logon

APA Sponsors

Actuarial Jobs & News Feeds

Jobs RSS News RSS

WikiActuary

Be the first to contribute to our definitive actuarial reference forum. Built by actuaries for actuaries.