The Consumer Intelligence Awards 2021 have named Britain’s best car insurance companies.

These are based on feedback from more than 48,000 customers, making this the biggest insurance-focused survey of its kind. Five categories make up the awards: claims satisfaction, customer satisfaction, customer service, customer trust and recommendation by customers.

There are 10 award-winners in each category. There’s no overall winner as such, but these are the best car insurance companies in the UK right now, based on the feedback of policyholders.

Policies, claims and customer service

Of the winners listed below, just four are listed in all five categories: Aviva, Direct Line, LV= and NFU Mutual. Taking price out of the equation – which is something we’ll come to in a moment – these are the best car insurance companies when considering policies, claims and customer service.

Ian Hughes, CEO of Consumer Intelligence said: “Our awards are different from other industry awards for two major reasons. Firstly, no-one in the industry gets to vote in these awards and secondly, even the customers that are voting in the awards don’t know that they’re voting – they are simply telling us what they think about their insurer.

“As an insurer, you can’t influence the results by submitting a well-worded application or by taking me out for dinner. You simply must do an amazing job for your customers all day, every day, 365 days a year. This is what delivers great outcomes in these awards.”

Best car insurance companies for claims satisfaction

• Aviva
• Churchill
• Direct Line
• LV=
• More Than
• NFU Mutual
• Privilege
• Quotemehappy.com
• Saga
• Sheila’s Wheels

Best car insurance companies for customer satisfaction

• Aviva
• Churchill
• Co-op Insurance
• Direct Line
• LV=
• NFU Mutual
• Saga
• Sainsbury’s Bank
• Sheila’s Wheels
• Zurich

Best car insurance companies for customer service

• Admiral
• Aviva
• Churchill
• Co-op Insurance
• Diamond
• Direct Line
• LV=
• NFU Mutual
• Saga
• Tesco Bank

Best car insurance companies for customer trust

• The AA
• Aviva
• Co-op Insurance
• Direct Line
• LV=
• M&S Bank
• NFU Mutual
• RAC
• Saga
• Zurich

Best car insurance companies based on customer recommendations

• Admiral
• Aviva
• Churchill
• Co-op Insurance
• Diamond
• Direct Line
• LV=
• NFU Mutual
• Post Office
• Zurich

Opinion: good insurance isn’t just about a low price

Many, but not all, car insurance adverts focus on the cost of the policy, rather than the quality of the cover and the company’s ability to handle a claim. Price comparison websites have made it easier to secure a better deal than the renewal quote, but motorists must look beyond the price and view the bigger picture.

The Consumer Intelligence Awards are a good place to start. If a company is listed in all five categories, there’s a greater chance that a claim will be handled in a swift, effective and efficient manner. Saving £50 or even £100 on the policy might turn out to be a false economy if the claims process turns out to be a nightmare.

Don’t be swayed by cuddly toys, cinema tickets or meal vouchers. Instead, look for things like windscreen cover, protection against being hit by an uninsured driver and a free courtesy car in the event of a claim.

Don’t be afraid to pick up the telephone when you’re discussing a policy or renewal. How your questions are handled at this stage might be reflective of what would happen if you need to make a claim.

The cost of cover is an important consideration, especially when household budgets are tight. But it’s worth considering the factors beyond the price, just in case the worst happens. Click here for tips on reducing the price of insurance, regardless of the provider.

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