Auto Express – July 30, 2019

64 SpecialIssue http://www.autoexpress.co.uk

THEINSURERS

ULTIMATE GUIDETO

BUYINGACAR

ABUDGET-friendlyarmofAviva,QuoteMe

Happy’scustomershavegenerallypositive

thingstosayaboutthefirm,whichappears

tobelivinguptoitsbilling.You’remost

pleasedwithhowhelpfulstaffarewhilethe

claimisprocessed,butyoualsohavenice

thingstosayaboutthespeedofsettling

claims,areimpressedwithhoweasytaking

outapolicyis,andaregenerallysatisfied

withtheclaimsprocess.QuoteMeHappy

couldofferbettervalueformoney,though,

whileclaimshandlersdon’tseemtobe

knockingitoutoftheparkwhenyouhave

tomakeaclaiminthefirstplace.Anabove-

averageproportionofcustomerswould

renewwithQuoteMeHappy,though.

LV=,previouslyknownasLiverpoolVictoria,

isamutualsociety,soithasnoshareholders

andisownedbyitsmembers,withthat

statusbeinggiventocustomers.LV=has

aroundfivemillionmembersandseems

tobekeepingitscar-insurancecontingent

happy, asshownbyitsfourth-placefinish

here,andthirdplacein2018.Astrongset

ofscoresalmostacrosstheboardthisyear

indicatesthatLV=impressesinmostareas,

withthepurchasingandclaimsprocessfelt

tobeimpressivelyeasy.Whileyousaythat

claimscouldbesettledalittlemorequickly,

84percentofmemberswouldrenewtheir

LV=car-insurancepolicies;that’sthefourth-

highestproportioninourresults.

PRIVILEGEispartoftheDirectLineGroup,

anditscustomerstendtocomethrough

price-comparisonsites.Despitethefactthis

meansfewwillhavedeliberatelysoughtout

thefirm,policyholdershavealmostnothing

butpraiseforthefirm.You’remostimpressed

withthepurchasingprocess,butwhenthe

timecomestoleanonyourpoliciesand

claim,Privilegestandsuptothetest.Yes,

thetelephoneexperiencewhenclaiming

couldbefine-tuned,butagentsarehelpful,

andyouthinkthecompanyoffersstrong

valueformoney.Thefactabelow-average

proportionofcustomerswouldrenewwith

Privilegemaybelinkedtothewaythat

peoplecametothecompany.

RIASrisesnineplacesfromlastyeartotake

oursilvermedalinthe2019DriverPower

insuranceresults.Thefirm,whichispartof

Ageas,postsastrongsuiteofscoresthat

standscrutinyinalmosteveryarea.We say

almost,becauseadisappointingproportion

ofRIAS’scustomerswouldnotrenew.But,

elsewhere,thenewsispositive:fewother

companiesofferbettervalueformoney,

accordingtoourreaders,whileRIASpolicies

areeasytopurchase,andtheinsurer’s

agentsdoagreatjobofkeepingyou

informed.Impressively,thefirmevenposts

itsmanagingdirector’sE-mailaddressonits

website,socustomerscangetintouchdirectly

withfeedback,beitpositiveornegative.

86.92%

87.31%

88.54%

88.60%

5. QuoteMeHappy

4. LV=

3. Privilege

2. RIAS

RATINGS

RATINGS

RATINGS

RATINGS

CATEGORIES

CATEGORIES

CATEGORIES

CATEGORIES

“IreportedanaccidenttoQuoteMeHappyandtheyactedvery

quickly,ensuringmywell-beingandarrangingallrepairs.”

“Otherthanslightconfusionoveracourtesycar,theprocesswas

straightforward.Repairstookawhile,butIalwayshadacar.”

“IwassurprisedatthelevelofserviceIgot,asIhadjustdeclined

theirrenewalquote,buttheypaidoutwhenIwrotemycaroff.”

“Whensomeonedroveintome,mycarwastakenawayandIgota

replacement.Ikeptmyno-claimsbonusanddidn’thavetopay.”

50 1

50 1

50 1

50 1

OWNER’S

VIEW

OWNER’S

VIEW

OWNER’S

VIEW

OWNER’S

VIEW

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Ease of purchase

(web &phone)

Telephone experiencewhen

making claim

Keeping youinformed when

claim is being assessed

Speed to settle claim

Friendlinessand helpfulness

during claim

Value formoney

Overall satisfaction with

claim process

Would yourenew

your current policy?

YES 76% NO 24%

Would yourenew

your current policy?

YES 84% NO 16%

Would yourenew

your current policy?

YES 70% NO 30%

Would yourenew

your current policy?

YES 65% NO 35%