The UK Insurance Sentiment Index 2024: Claims edition

Based on over 135,000 public mentions on online platforms X and Trustpilot between 1 April and 30 September 2024, the UK Insurance Sentiment Index reveals that consumer conversations have focused on:

• slow claims processing,
• a need for clarity on what products do and do not cover, and
• the importance of empathetic and knowledgeable staff.

The data tells a compelling story of the transformation taking place in the insurance industry - dive into the full report to uncover what’s driving this change, where insurers are falling short, and how the industry can rebuild trust.

Key Insights from the Claims Edition (Feb 2023 – Jan 2025)

• Overall, customer sentiment on the claims experience provided by insurers has seen a year-on-year improvement of 22%
  
• Digital channels saw a 57% increase in usage, yet customer satisfaction is hindered by issues like login failures, slow websites, and confusing navigation
• Life insurance and pension providers have much better overall public net sentiment (+7.9%) than general insurers (-37.1)
• Factors influencing the net sentiment scores for both General and Life insurers include:
  • Fraud and scams driven by perceived deception.
  • Unreasonable rejections despite valid evidence.
  • Long delays and poor communication.
  • Disputes over policy loopholes and changing conditions.

 If your firm is facing challenges as it seeks to balance innovation with strong customer experience, you can discuss it with our insurance team. You can explore the full set of insights for both General Insurance and Life & Pensions in our report below. If you would like to find out how your organisation benchmarks against your peers, please get in touch.