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UKCSI Insurance Sector – July 2022


The Insurance sector’s overall UKCSI of 80.0, 8 points higher than in July 2021 but just 0.3 points higher than January 2022


  • The biggest improvements are for complaint handling: satisfaction for handling of the complaint increased by 1 point to 7.4 and is the highest of any sector
  • 3% of customers experienced a problem, the lowest rate of any sector
  • SAGA Insurance is the highest rated organisation in the sector, with a UKCSI score of 84.6. Virgin Money (83.6) and LV= (82.8) are the second and third highest rated Insurance organisations in this UKCSI.


Prudential has the highest NPS, followed by Axa and Zurich.

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The UKCSI is based on an online survey of over 10,000 consumers, who are representative of the UK adult population by region, age and gender. The July 2022 UKCSI comprises 45,000 responses, 3,000 from each sector except for Transport and Utilities which include 6,000 responses each. Customers are asked to rate their experience of dealing with a specific organisation in the previous three months. Customers rate only one organisation per sector. Each customer can complete the survey for up to five different sectors.

The July 2022 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience. It includes customer satisfaction results for 13 sectors and 279 organisations and organisation types and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction. We also assess the latest evidence about customer satisfaction and business performance in the Retail (Food) and Banking sectors.

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