League Tables

Which? magazine has surveyed 3,464 car insurance claimants to reveal which insurers are best when it comes to handling motor claims. They asked claimants to tell them how satisfied they were with their provider and how likely they'd be to recommend it based on how it had handled their most recent claim. They then used this feedback to create their Which? claims score, which they've used to rank 14 providers by in the table below.

1. RAC – claims score 83%

2. Aviva – claims score 80%

3. Axa – claims score 78%

4. esure – claims score 77%

5. Tesco – claims score 76%

6= LV – claims score 75%

6= AA - claims score 75%

8= Admiral - claims score 74%

8= Direct Line – claims score74%

8= Lloyds Bank – claims score 74%

11. Allianz – claims score 73%

12= Churchill – claims score 71%

12= Hastings – claims score 71%

14. First Central - claims score 54%

RAC and Aviva had the highest scores respectively of 83% and 80%. They also held leading ratings when compared for various specific areas of claims service, including the speed of dealing with claims, and standards of communications during the claims process.

Meanwhile, 1st Central did most poorly – coming 14th in the table with a score of just 54%, and a string of two-star ratings in individual service areas.

When it came to individual providers, most achieved reasonable scores from claimants says Which? However, insurers received some mixed feedback when it came to the fairness of settlements being offered, with only the top two providers managing above three-out-of-five stars in this area.

While insurers accepted most claims, more than a tenth (12%) were accepted in part, rather than in full. And among claimants whose cars had been stolen or written off, over a third found fault with the initial settlement offer the insurer made them. Some 34% rejected the first offer, accepting a subsequent offer.