Motor claims satisfaction levels improving
Motor claims satisfaction levels have been rising again this year after a major dip following the pandemic.
According to the latest research carried out by Consumer Intelligence, motor claims satisfaction levels have improved from 7.9 out of 10 last year to 8.1 during 2025.
This compares to the average levels of 8.2 seen from 2016 to 2020 and is a marked increase on the 7.7 rating recorded in 2023, when claims were disrupted by a scarcity in courtesy cars and slower repairs as a result of parts and labour shortages.
The improved scored has been attributed to a number of factors:
- Quicker repairs: UK repairers report cycle times coming down sharply from the 2022 peak, with key-to-key times now closer to two weeks rather than two months.
- Digitalisation: emergency fixes during Covid are now standard practice. Video assessments, app-based claims, and instant communication mean fewer delays and less chasing.
- Money is moving faster: more insurers are using same-day transfers to settle straightforward claims.
- Increased regulation: the FCA’s Consumer Duty has forced insurers to simplify processes and remove friction, with complaint levels in motor falling in 2024 as a result.
