Context
New data published by the CII reveals that consumers believe insurers are responding to their concerns about loyalty. Overall consumer satisfaction with insurers rose to 86% in Q1 2026, returning to its highest recorded level since the survey began in 2019. Consumers said insurers had performed better across all nine survey themes for the second consecutive survey, with greater improvements in the areas of ‘loyalty’ (getting a fair deal), ‘confidence’, and ‘ease of doing business’. While consumers still consider ‘loyalty’ as the area with greatest opportunity to improve, the figure is now at an historical low, having fallen for three consecutive waves.
Key points to note
The key actions consumers said firms could still take to build trust included:
- Offering discounts for customers who stay with the same company.
- Ensuring premiums do not increase simply because a customer is no longer new.
- Handling complaints in a professional and fair manner.
- Recognising customer loyalty at renewal after a claim.
- Explain policies clearly.
The key actions SMEs said firms could take to build trust included:
- Ensuring SMEs know what their policy both covers and excludes.
- Offering discounts for SMEs who stay with the same company.
- Providing effective assistance and advice during a claim.
- Explaining policies clearly.
- Assessing SMEs’ risk individually, rather than using generic assumptions.