Some car insurers are outperforming their competitors when it comes to speed of claims handling, while others are leaving customers frustrated by delays, research from consumer group Which? found.
A survey of over 4,700 car insurance claimants found that 39% of respondents had to chase their insurer to move their claim forward.
While LV and NFU Mutual earned five-star ratings, six insurers — 1st Central, Admiral (ADM.L), Age Co, Ageas, Esure, and RAC — received just two stars out of five.
Delays in the claims process have emerged as one of the main reasons for a rise in customer complaints about car insurance firms, according to the Financial Ombudsman Service (FOS).
But speed isn’t the only area where some insurers are falling short. In terms of settlement value — the amount offered to customers in total loss claims — many insurers also earned just two stars.
NFU Mutual was the only provider to secure five stars in this category. Allianz (ALV.DE), Halifax, AA, Hastings Direct, Lloyds Bank (LLOY.L), Churchill, 1st Central, Admiral (ADM.L), Ageas, Age Co, RAC and Esure all received two stars, the lowest score in the survey as no provider received only one star in any category.
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