Consumer group Which? surveyed 2,111 car insurance customers who had made a claim in the past two years. They were asked about their experience during the claims process and how likely they would be to recommend their provider.
This kind of study is worth considering when you’re faced with a stream of quotes on a price comparison website. Often, it pays to look beyond the price.
The AA finished bottom of the table for car insurance, with a customer score of 55 percent. A third of respondents felt their claims were handled more slowly than anticipated. The result: a disappointing two-star rating from Which?.
Axa was voted the second worst car insurer for claims handling, followed by Hastings Direct and Allianz. All three were awarded a damning one-star rating for communication.
At the opposite end of the table, NFU Mutual was rated the best insurer for claims handling, with Which? awarding a maximum five-star rating for speed of handling claims and a four-star rating for communication.
Interestingly, NFU Mutual also topped the table for home insurance (Which? surveyed 1,456 home insurance customers).
Gareth Shaw, head of money at Which?, said: “When things go wrong motorists and homeowners should be able to count on their insurer, but it is concerning that some providers make the claims process difficult – with muddled or slow communication and poor customer service.
“Anyone unhappy with how their insurer handled their claim should shop around when it is time to renew – do your research and find an insurer that will make the claims process as stress-free as possible.”
The best car insurance companies for claims handling (best first):
- NFU Mutual
- Direct Line
The worst car insurance companies for claims handling (worst first):
- Hastings Direct
The AA told Which? it did not feel the research reflected the feedback it received from customers, while Axa said it would be making changes to improve its customer service.