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LONDON, UK, March 29, 2018 – Aviva, Post Office, Petplan and Direct Line top the charts of the UK’s favourite insurers according to the latest research commissioned by leading global customer experience and BPO expert, Webhelp.
Aviva was the most popular choice of insurer for home buildings/contents insurance, life/critical illness insurance and health insurance. Those looking for pet insurance were most likely to have opted for Petplan and Post Office was the most popular choice among those looking for travel insurance. Direct Line was the most popular choice for car insurance.
The most common types of insurance that UK adults hold are car (68%) and home (buildings and/or contents) (67%). Men are more likely than women to have insurance, with 14% of women saying they have no insurance at all, compared to 8% of men.
Least likely to have any insurance at all are the 18-24s and those earning less than £10k pa, with 35% and 31% respectively choosing this option.
Most likely to have insurance are the over 65s, 100% of whom said they had some form of insurance and those earning more than £40k pa, where only 1% said they had no insurance.
Pet insurance is more common than health insurance with only 16% of people having health insurance. Only just over a third of people (36%) have life insurance – which may be a surprisingly low figure since most mortgages require it.
Overall 11% of people surveyed said they have no insurance.
In general people are not very likely to make a claim on their insurance. The type of insurance most people have made a claim on is car insurance (32%). 21% of people surveyed have made a claim on their home insurance, 19% have made a pet insurance claim, 13% have claimed on their health insurance, just 10% have made a claim on their travel insurance and not surprisingly only 2% have claimed on their life/critical illness cover.
For those who have claimed on their insurance, their experience was very positive. The most positive experience was for customers of car insurance, 98% of whom said their claims had been approved in full. Nobody surveyed had a car insurance claim rejected.
The next best experience was with home insurance where just 6% of people surveyed said their claim had not been approved in full. Again no-one surveyed had their claim rejected.
At the other end of the scale is life/critical illness cover. 24% of claimants said their claim was not approved in full, of which 19% had their claim rejected altogether.
Overall more than two thirds of people surveyed (68%) said they would either definitely or probably recommend their insurance provider to a friend or family member.
David Turner, CEO of Webhelp UK, SA and India, said:
“There is some really encouraging news here for the insurance industry. With more than two thirds of people being willing to recommend their current insurance provider and very few feeling unhappy about rejected claims, there is clearly some really good examples of customer satisfaction in this industry.
The percentage of people who have insurance is perhaps surprisingly low and this presents a real opportunity for insurers to capitalise on their ability to meet customer expectations and secure new customers.”
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