Motor Insurance Satisfaction Hits New Low in 2025

LONDON — Motor insurance customers in the UK aren’t happy, and the numbers tell the story. Customer satisfaction with motor insurance has climbed only slightly from last year’s record low, sitting at just 59% in Autumn 2025—still far below the 67% seen back in 2018. Look, the industry’s got some serious work to do to rebuild trust.

What’s Behind the Dissatisfaction

The problem isn’t new, but it’s getting worse. Motor insurance satisfaction hit a historic low of 54% in Spring 2024 before inching up to where it sits today. Compare that to 2018 when nearly seven out of ten customers said they were satisfied, and you can see the downward trend.

Fairer Finance, a consumer watchdog tracking these numbers, found that premiums, claims handling, and communication gaps are the biggest pain points. And here’s the thing—insurers know this. They’re just not fixing it fast enough.

“We’re seeing a real disconnect between what customers expect and what they’re getting,” said James Daley, Managing Director of Fairer Finance. “It’s not just about price anymore. People want clarity, fairness, and decent service when things go wrong.”

Why This Matters for Drivers

So what does this mean for you? If you’re one of the millions with motor insurance, chances are you’ve felt the frustration. Maybe your premium jumped without warning. Or you filed a claim and got stuck in phone-tree hell.

The drop in satisfaction isn’t just numbers—it’s real people dealing with real problems. Research shows dissatisfied customers are more likely to switch providers, file complaints, or simply drop coverage they can’t afford. That’s dangerous on the roads and bad for everyone.

What Needs to Change

Experts say insurers need to focus on three things: transparent pricing, faster claims processing, and better customer communication. Some companies are trying—digital tools, AI chatbots, instant quotes—but many customers still feel like they’re shouting into the void.

Bottom line? The insurance industry can’t afford to ignore these numbers. With satisfaction this low, customers have options, and they’re willing to walk. Insurers that don’t adapt will lose business.

Frankly, the ball is in the industry’s court. Customers have spoken. Now it’s time to listen.