A recent survey by Which? has unveiled unsettling revelations about the value provided by a majority of car insurance policies. Out of the 27 providers scrutinised for customer experience and satisfaction, 19 received a poor two out of five stars for value for money.
Lloyds Bank found itself at the bottom of the rankings, securing a disappointing 59% in customer score. Joining Lloyds at the bottom rung were Admiral, Sainsbury’s Bank, 1st Central, Hastings Direct, and esure, each earning a customer score of 60%. All six providers garnered a poor two-star rating for value for money.
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This revelation comes at a time when car insurance premiums continue to soar, with figures from the Association of British Insurers indicating a 25% increase in 2023 compared to the previous year.
Which? delved into over 60 policies offered by 28 insurers, including the increasingly popular 'essentials' products. Sainsbury’s emerged as the top performer in this category with a score of 60%, just below the overall average policy score of 64%.
In contrast, Hastings' Essentials policy fared poorly with a score of 44%. While these lower-priced policies may attract consumers to comparison websites, Which? cautions motorists to scrutinise the fine print.
The research reveals concerning gaps in coverage, particularly in policies offered by Hastings, Quote Me Happy, Sainsbury’s Bank, and Tesco Bank, which exclude coverage for glass damage — a common claim among drivers.
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By GlobalDataWhich? emphasises the erosion of consumer trust in the insurance sector and calls on the Financial Conduct Authority (FCA) to address concerns surrounding fair value. The Consumer Duty, introduced last year, aims to ensure fair value and product suitability.
Top performers
Among the trusted providers, NFU Mutual retained its Which? Recommended Provider (WRP) status with an outstanding customer score of 81%, coupled with the highest value for money rating. LV also secured WRP status, boasting a consistent customer score of 70% and a policy offering a lifetime repairs guarantee. Axa, despite a commendable customer score of 70%, missed the WRP status due to a lower policy score.
The overarching sentiment is that consumers, faced with the financial burden of insurance premiums, are increasingly drawn to stripped-back policies. However, Which? urges drivers to exercise caution, emphasising the importance of clear communication regarding major exclusions and the need for fair value in insurance offerings.
Rocio Concha, Which? Director of Policy and Advocacy: "Value for money remains a key consideration for motorists shopping around for insurance, and the FCA must ensure that firms that sell policies with major exclusions are clear about these to their customers."
Research
In November 2023, Which? undertook a comprehensive survey involving 2,793 car insurance policyholders who had filed claims within the previous two years. Additionally, Which? experts conducted an independent analysis of 61 policies provided by 28 insurance providers, assigning a distinct policy score to each.
The customer scores derived from this survey and analysis serve as indicators of overall satisfaction among policyholders, encompassing their experiences with insurers and their likelihood to recommend the insurer to friends and family.
