Best customer service for car insurance

Published by Rachel Lacey on 17 February 2011.
Last updated on 10 March 2011

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Nobody likes splashing out hundreds of pounds every year just to get their car insured. But while it's important to get value for money, it's also important to know that the insurer's service is up to scratch and that if you come to claim, the process is managed smoothly.
Each year we encourage people to tell us about the financial companies they deal with in our Great British Customer Service Survey. Our aim is to identify the companies who look after their customers, so that our users can make sensible decisions when buying insurance or choosing financial service providers.

The survey is currently running so why not let us know how your financial service provider is treating you (and stand the chance to win £1,000 in our prize draw).
This analysis draws some findings from last year's results to help you see which companies are taking their customers seriously. We have only included companies with 30 votes or more to ensure statistical significance.

Setting up the policy

Getting started is often the most painful part with tedious sign-up processes with overwhelming amounts of paperwork to contend with. According to our research the companies who made it easiest to set up the policy were Liverpool Victoria, Saga and Swiftcover.

Value for money
Price is very often people's biggest priority. Again, Liverpool Victoria and Saga policies were considered best value for money with Sheila's Wheels joining them at the top of the table.
Customers of Kwikfit, AXA and HSBC were not so happy and gave these insurers the lowest scores in this category.
Making a claim

While price is important, you need to be confident that your policy will pay out when you need it to. Claims customer service is arguably the most important measure of any insurance company.

Our survey asked readers about the helpfulness of the claims team, the speed of response and whether or not they felt they were treated fairly.
Even though Kwikfit customers weren't thrilled about the price of their cover, they were very happy with the service they received when claiming, with customers voting them on top for all three of these measures.

Liverpool Victoria came second for claims service, with Churchill third for helpfulness and speed and HSBC third for treating customers fairly.

Endsleigh, Privilege and AXA propped up the bottom of the table on these measures.

Best overall

Liverpool Victoria emerged as the best all rounder in the survey, featuring in the top three insurers for each of our car insurance categories.
Vote now in the 2011 survey

For the third year running we're asking you to tell us who deserves to be crowned top for customer service and who should be shown up for shoddy performance.
Now it's your turn to take part in this year's survey and speak out about the financial services you love or hate, and to reward you for your time there's a chance to win £1,000 or one of five £50 shopping vouchers.
The results

Find out how your car insurer fared in our survey. The table below shows average scores out of 10 across a range of categories from value of money to fairness and helpfulness of claims team.

  Number of votes Setting up the policy score Value for money score Helpfulness of claims team score Speed of response score Were you treated fairly score
AA 166 7.97 7.86 7.82 7.73 7.64
Admiral 185 8.21 7.83 8.56 8.06 8.59
AXA 59 7.4 7.25 7.29 7.57 7.57
Churchill 249 8.4 7.95 8.86 8.64 8.61
Direct Line 333 8.13 7.78 8.46 8.38 8.35
Endsleigh 47 8 7.75 7 6.29 7.43
Esure 141 7.91 7.61 8.55 8.58 8.48
HSBC 32 7.83 7.43 8.27 8.55 8.73
Kwikfit 44 7.41 6.88 9.67 9.67 9.67
LV= 253 8.64 8.46 9.02 8.87 8.89
More Th>n 144 7.76 7.78 8.03 8.14 8.09
Norwich Union (now Aviva) 185 8.1 7.78 8.42 8.26 8.27
Post Office 76 8.08 7.82 8.5 8.4 7.7
Privilege 67 7.52 7.54 7.45 7.09 7.45
RIAS 63 8.38 7.84 8.13 8.5 8.13
Saga 290 8.54 8.29 7.89 7.8 7.8
Sheila's Wheels 114 8.15 8.22 7.33 7.11 8.5
Swiftcover 152 8.52 8.14 8.05 8.11 7.83
Swinton 110 7.46 7.54 8.46 8.62 8.15
Tesco 147 8.22 7.85 8.14 8.38 8
Zurich 131 8.37 8.05 7.96 8.08 8.08


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