Direct Line comes top in league table of online home insurance providers

Research from Global Reviews, the customer experience benchmarking company, has found that;

Kwik Fit and esure offer the best claims information online, however ASDA, Lloyds TSB, Saga and Liverpool Victoria received the lowest scores in this category.

ASDA offers the best online quote service for prospective customers, closely followed by Direct Line.

But Halifax, Nationwide and RIAS were bottom of the league.

ASDA was also found to provide the best online application process, closely followed by Churchill.

Elephant's online application process received the lowest score.

In the overall league table of providers Direct Line was found to offer the best overall home insurance website, followed by Norwich Union and Tesco Finance.

RIAS were bottom of the league.

The research also found that; In the last year 66% of people used the internet to search for home insurance, but 81% said they would for their next policy.

57% used the web to get a quote for their present policy, but 76% said that they would get quotes online next time.

42% applied online for their last policy, but 68% said they would for their next.

Global Reviews, measured consumers' experience on 21 home insurance websites.

The sites were assessed against over 500 different criteria, including the quality of the information provided, the level of customer support, ease of application, information available to prospective customers and access to claim information.

This research shows a huge increase in the number of people going online for home insurance.

However the research also found that customers are very clear about the service they expect from their home insurance provider.

For example, it found that 82% of customers consider having information online on how to make a claim to be extremely or very important.

The ability to get quotes and apply online is also very important to customers.

Global Reviews director, Adam Goodvach said: "Events such as the floods remind customers of the need for home insurance and the possibility of making a claim".

"Unfortunately consumers' online experience varies widely depending on the website they visit".

"Many websites focus on quotes and applications, at the expense of policy and claims information".

"There is a clear opportunity for companies to improve customer conversion and build loyalty by adapting the experience to meet customer needs.".

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