Life and pension providers engage with customers at some of the most consequential moments of their lives. What customers say publicly about those experiences carries regulatory weight that goes beyond reputation.
Top performer in Operational Net Sentiment: Scottish Widows
74%
Net Sentiment score
Consumer Duty prevalence:
68%
volume
This report captures over 53,000 online mentions across six life and pension insurers, drawn from public conversation on X, Facebook, and Trustpilot between September 2025 and February 2026.
The report shows which brands are leading on customer experience and reputation, where the market is falling short for customers, and what the data reveals about insurers from both a Consumer Duty and risk perspective.
Scottish Widows was the top performing insurer in Operational Net Sentiment with a score of:
74%
outperforming the industry average by 16 percentage points.
Discover the key factors that are impacting consumer sentiment toward life and pension insurers across the UK.
