Feedback Analysis
A star average is shaped as much by how a company collects reviews as by how good it is. We compared UK energy and insurance reviews on the same platform, and the gap had little to do with quality.
Customer Experience
Saga's agents are the best-reviewed frontline staff in our set of UK insurers, living up to a brand built on looking after older customers. The automated admin around them is another story.
Customer Experience
esure has one of the smoothest buying experiences in UK motor insurance across 1,000 Trustpilot reviews. The reviews about making a claim tell an almost opposite story.
Customer Experience
Direct Line's most praised feature across 1,000 Trustpilot reviews is its price. Its most contested one is also its price, at renewal. The gap between the two is the loyalty penalty in plain sight.
Customer Experience
Across 1,000 Hastings Direct Trustpilot reviews, getting a quote is one of the most positive topics in UK motor insurance and cancelling a policy is one of the most negative. The same star rating covers both.
Feedback Analysis
Marshmallow's support staff are the best-reviewed thing it has. The hard part, across 1,000 reviews, is reaching them when the app or the AI gets something wrong.
Feedback Analysis
Nine UK insurers score well on Trustpilot overall. Read the reviews topic by topic and the claims, complaints and cancellation experiences tell a very different story.
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