Ecclesiastical Insurance has retained its top spot in the Fairer Finance Home Insurance league table and remains the UK’s most trusted home insurance provider.
The specialist insurer topped the list of 50 insurers including household names such as Nationwide, NFU Mutual, John Lewis and Hiscox.
Fairer Finance, an independent consumer group, surveys around 20,000 UK banking and insurance customers throughout the year, asking them to rate how satisfied they are with their bank or insurance company. Customers are asked to rate the firms on happiness and trust, Fairer Finance then uses records from the Financial Ombudsman Service (FOS) to assess complaints handling and a combination of mystery shopping and policy document reviews to assess transparency.
Ecclesiastical has topped the table for the eleventh time and has seen improvements in its scores in all four key areas measured by Fairer Finance. The firm’s overall customer experience score increased by 5% to 84%, 10% higher than closest rival Nationwide.
The insurer’s customer happiness score increased by 5% to 84%, 12% higher than the closest rival NFU Mutual. Ecclesiastical was also rated the most trusted insurer by its customers, achieving an increase of 4% to 85%, 17% higher than closest rival NFU Mutual.
Mark Hews, Group Chief Executive, said: “I am thrilled to see that Ecclesiastical has remained at the top of the Fairer Finance league table for home insurance, and that we continue to have the happiest customers. We’re a unique financial services group, owned by a charity, and our purpose is to contribute to the greater good of society. We are committed to being the most trusted financial services group in all of our markets, so it’s wonderful to see significant improvement in all of our scores and to hear that our customers believe they can trust us ahead of 49 other insurers.”
James Daley, managing director at Fairer Finance, said: “Ecclesiastical has been top of our home insurance customer experience ratings since it first appeared in our tables five years ago. What’s most impressive is that it’s continued to improve its scores across all elements of our ratings, and is not only top overall, but also has the happiest customers, most trusted brand and the best record on transparency. It now has a commanding lead over its competitors and is setting a new high bar for customer experience that I hope other insurers will aspire to.”