Claims Edition
PwC UK, in collaboration with DataEQ, has published the first UK Insurance Sentiment Index: Claims Edition, revealing consumer sentiment toward General and Life & Pension insurance providers.
General: Overall Claims Experience
-26%
Net Sentiment
General: The Status of Claims
-88%
Net Sentiment score
Life & Pension: Overall Claims Experience
-11%
Life & Pension: The Status of Claims
-73%
The analysis is based on over 756,000 consumer posts from X and Trustpilot between 1 February 2023 and 31 January 2025.
General insurers featured:
Admiral, 1st Central, Hastings Direct, Aviva, Direct Line, AXA, LV, Policy Expert, NFU Mutual.
Life & Pension insurers featured:
Vitality, Legal & General, Scottish Widows, Royal London, Standard Life, Aviva.
Customers were more critical of General Insurers during the claims process, with a Net Sentiment of:
A difference of 14 percentage points when compared with Life & Pension
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