General insurance in the UK is a market under real pressure. Premiums have risen, claims handling has come under sustained public scrutiny, and Consumer Duty has raised the bar on what firms must demonstrate about how they treat customers.
Top performer in Operational Net Sentiment: Policy Expert
72%
Net Sentiment score
Most negative topic: Claims process
-32%
Net Sentiment score
This report captures over 134,000 online mentions across eight general insurers, drawn from public conversation on X, Facebook, and Trustpilot between September 2025 and February 2026.
The report shows which brands are leading, where the market is failing its customers, and what the data reveals when seen through a regulatory lens.
Policy Expert was the top performing insurer in Operational Net Sentiment with a score of:
72%
outperforming the industry average by 22 percentage points.
Discover the key factors that are impacting consumer sentiment toward general insurers in the UK.
