15 April 2010
User feedback on getclosure suggests that short-term insurance companies are making a concerted effort to manage their customers’ complaints well.
This article will focus on five leading insurers: Auto & General, Budget, Dial Direct, Hollard and Outsurance. Visit our
ratings section to see how other short-term insurers measure up in terms of customer service.
Budget Insurance has a significant lead over its competitors in terms of complaint resolution, with nine out of ten customers reporting that they are satisfied with the outcome of their complaints. A third of these customers said that they were Elated with the complaint outcome.
In comparison, approximately two thirds of Hollard and Outsurance customers, and just over half of Auto & General and Dial Direct Insurance customers are satisfied or better with the outcomes of their complaints.
When it comes to the handling of complaints, Budget Insurance has the highest rating once again, with eight out of ten customers satisfied or better with the way their complaints were handled. Dial Direct is hot on Budget’s heels, with seven out of ten customers satisfied or better. Over a third of these customers said they were Delighted with the way Dial Direct handled their complaints.
Just under two thirds of Hollard and Outsurance customers are satisfied or better with the handling of their complaints.
The results for the top five short-term insurance companies for the year to 31 March 2010 are as follows:
Short-term insurance company
| Consumers satisfied with complaint outcome
| Consumers satisfied with complaint handling
|
Auto & General
| 56%
| 56%
|
Budget
| 93%
| 83%
|
Dial Direct
| 55%
| 73%
|
Hollard
| 69%
| 62%
|
Outsurance
| 66%
| 62%
|
