1. NFU Mutual – 91.74%
Percentage of customers that would renew their policy: 93%
NFU Mutual is no stranger to our top spot for car insurance, and with first place in all the major categories in our survey, it’s hard to spot how it can improve. Considering 93% of customers told us they intended to renew their policy, it seems most policyholders don’t really want NFU to change much, either. The online quote system could be more intuitive and streamlined, particularly when compared to some of the internet specialists, but most NFU Mutual customers prefer to stick with the phone. Considering there are also 300 local offices to visit, people particularly love dealing with NFU Mutual’s helpful and knowledgeable staff face-to-face. This is especially the case
when a claim is progressing when communication and customer satisfaction is first-rate.

2. RIAS – 88.62%
Percentage of customers that would renew their policy: 65%
The sister company of insurance provider Ageas, RIAS allows customers to buy insurance directly from its website or over the phone. The former is well sorted, with navigation, speed of order, and the provided information all ranked highly. There are few issues with claiming the phone or helpfulness during the process, and
RIAS scored well in nearly all of our categories. Should you wish, you can even contact the company boss with feedback – good or bad. However, a fly in the ointment is the surprisingly high number of customers that wouldn’t renew their policy for another year.

3. Privilege – 88.54%
Percentage of customers that would renew their policy: 70%
According to our readers, the best bit about Privilege is how easy it is to take out a policy, be it over the phone or online. Things don’t go drastically downhill when it’s time to make a claim, with communication, ease, and speed all ranked in the top 10. Considering these are the company’s worst results in our 2019 survey, Privilege seems to have plenty of happy customers. While it’s an off-shoot of Direct Line, most of the Privilege’s customers come from comparison sites, so we expect that to be the reason why 30% didn’t stick
around.

4. LV – 87.31%
Percentage of customers that would renew their policy: 84%
Liverpool Victoria put in a solid performance, with its online process, value for money, and communication all within the top 10. This was echoed across telephone customers, where product knowledge and friendliness were scored similarly well by respondents. However, claim handling slipped further down the table, as slightly fewer customers were happy with the amount of time taken to settle a claim. There are no areas that LV needs to
dramatically improve, though.

5. Quote Me Happy – 86.92%
Percentage of customers that would renew their policy: 76% Quote Me Happy performed very strongly in some key areas. It posted good results for taking out cover, and the helpfulness and approachability of the staff were among the best of all the companies in our Driver Power survey (for the second year in a row). Elsewhere, most aspects of making a claim – communication, speed, and the overall experience – didn’t impress the majority of customers. Given that it’s Aviva’s budget brand, and it has the name Quote Me Happy, 22nd place for value for money is also slightly disappointing.

6. Sheila’s Wheels – 86.8% Percentage of customers that would renew their policy: 67%
7. Zenith – 86.66% Percentage of customers that would renew their policy: 57%
8. Post Office – 86.62% Percentage of customers that would renew their policy: 63%
9. Dial Direct – 86.55% Percentage of customers that would renew their policy: 60%
10. Direct Line – 87.19% Percentage of customers that would renew their policy: 83%