Home Insurance – It’s good to talk!

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iStock_000019093049XSmallThe Which? recommendations for home insurance were published towards the end of last year. As an independent consumer champion, Which? has analysed the whole of the UK insurance market to find out which brands offer the best policies.

The Which? experts have scruitinised the standard of the insurance product and the quality of the customer service on offer. The ratings given by Which? members were also taken into account. Recommended providers must attain an overall score of 65% or more.

The top scorer, with an overall rating of 80%, is a provider called NFU Mutual. What’s interesting is that NFU had the highest customer rating of 84%, yet they’re an insurance provider who does not offer an online application and web-based quote/buy function. It seems they still rate top overall without this level of online convenience.

From their website, it seems you have to request a call-back to discuss your individual insurance needs with your local branch. Application will probably then be done via post or in branch. The ethos of the provider seems very much to centre on a personal service that gives you a tailored quote just for you. Their pledge is to call you back within 24 hours or the next working day.

Talking to your provider is a good thing

With so much emphasis placed on the speed and ease of online insurance applications, are customers actually craving a much more personal, human service?  Is it that many customers would actually prefer to talk to a human being and discuss their options? Insurance can be an important and costly purchase, so perhaps consumers are crying out for a little personal attention to feel confident in the product they have bought. It certainly seems to be working for NFU.

Insurance can be a fairly complex purchase. Listening to customers’ needs is key for insurers and brokers. If they have questions or concerns, they need to feel supported. It’s all about good communication.

Policy Expert

Whether you want assistance in finding the right policy or even handling a claim, we make sure it’s all handled by experts. For more information speak to one of our experts on 0203 014 9300 or email ask@policyexpert.co.uk

The views expressed here are solely those of the author and do not necessarily reflect the views of Policy Expert.