Insurance providers were rated based on insights from 21,000 insurance customers and Defaqto’s insurance product database, which rates customer service, product quality and range of products.
The questions in the study covered five key areas of service:
- Quote and buy
- Queries and adjustments
- Claims
- Renewals
- Complaints
The AA was awarded Car Insurer of the Year 2024/25, with AXA, Tesco Bank and Saga highly commended.
Post Office Money was awarded Home Insurer of the Year 2024/25, with Aviva, Admiral and NatWest highly commended.
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Virgin Money was awarded Travel Insurer of the Year 2024/25, with Coverwise, Tesco Bank and AllClear highly commended.
Animal Friends was awarded Pet Insurer of the Year 2024/25, with Agria, Petsure and PDSA highly commended.
John Milliken, Defaqto’s CEO, said: “These businesses are setting the benchmark in terms of the best customer experience and strength of product offering. Underpinned by significant levels of research and insight, the new Defaqto Insurance Awards will inspire consumer confidence and help people make smarter financial decisions when navigating the UK insurance market.”
Graeme Sands, head of personal banking at Virgin Money, said: “For Virgin Money to be named as [the] best travel insurance provider by Defaqto is excellent news.
“In the last two years, we have helped in excess of 600,000 customers, and we have worked extremely hard to evolve and improve our travel insurance proposition ensuring that the various levels of protection are suitable for all types of customers going on holiday, ranging from a short break to trips around the world.”
Related: Car insurance premiums fall for first time in two years
