Satisfaction with Insurance in UK

The results of the fifth wave of research commissioned by GIMRA (General Insurance Market Research Association) in the UK shows that policyholders are becoming more satisfied with the way in which household insurance claims are handled.

The survey showed that the overall level of satisfaction with the claims handling process has increased by 6 percentage points since the previous survey, now standing at 88%.

The survey also showed that service standards offered by the 11 participating insurers are generally improving, and that the gap between customer expectations and the actual level of service provided is getting smaller.

Respondents to the survey said that the most important element of the claims process for them is the time that elapses in making the claim and the final outcome. The survey shows that claims are now being settled more quickly with 61% of claims being settled within four weeks, compared to 49% previously.

Commenting on the results of the survey GIMRA Chairman, Andy Cumming, said, 'The results of the survey are encouraging, particularly in relation to the clear improvement in service standards. However, it is also clear that there is a need for better communication during the claims process and I am confident that the participating insurers will be addressing that issue. Encouragingly the survey showed that 88% of claimants are likely to remain loyal to the insurer to whom they submitted the claim, and 78% of claimants indicated that they are likely to recommend their insurer to another person.'

The General Insurance Market Research Association is a special interest group within the Market Research Society and has over 30 member organisations representing business attracting over 95% of UK general insurance premiums.

All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.