Consumer satisfaction with insurers in Q1 2026 sits at 86%, the highest level recorded since the Chartered Insurance Institute began recording the data in 2019. The findings came from the CII’s latest public trust index, which monitors the market’s performance in motor, travel and buildings and contents insurance across 9 metrics – loyalty, confidence, ease, protection, price, relationship, speed (claims), respect (claims) ad control (claims).

The data revealed that insurers had performed better across all 9 metrics and made the biggest improvements in the areas of loyalty (getting a fair deal), confidence and ease of doing business.

Dr Matthew Connell, group policy and public affairs director at the CII, said: “The latest results indicate that insurers are making meaningful progress in addressing the issues that matter most to consumers and SMEs. Rising satisfaction across every theme demonstrates the commitment to clearer communication, fairer outcomes, and stronger long term relationships.”

He added: “One good example is the work that insurers have done to end the ‘loyalty penalty’, where existing customers subsidised new customers. This work has now been recognised by the public, four years after the FCA’s new rules on pricing were implemented.”