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UK Insurance Sentiment Index

Consumer Duty Edition

The 2024 DataEQ UK Insurance: Consumer Duty Index, analysed over 300 000 consumer online posts from X and Trustpilot, from 1 July 2023 – 30 June 2024 shedding light on whether or not insurers are delivering on customer expectation as set out in Consumer Duty.

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Industry average

13%

Net Sentiment score

 

 

Trustpilot boosted Net Sentiment by 

67 

Percentage points 

 

Lowest ranked insurer: Direct Line 

-33%

Net Sentiment score

Insurers included in this year’s study:  1st Central, Admiral, Aviva, Axa, Direct Line, Hastings Direct, Policy Expert and NFU Mutual

1st Central

Topped the overall and Consumer Duty Net Sentiment rankings 

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Discover the key factors that are impacting customer sentiment toward UK's leading insurers

 

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