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Experience data throughout the GI life-cycle

Access how 14,500 consumers feel about their experience of car, home, travel, and pet insurance. You can interrogate the satisfaction of quote and buy, in-life queries and changes, claims and complaints and the likelihood to renew and recommend. And not just the opinions of your customers but your named competitors too.

Using Defaqto’s 30 years of expertise in General Insurance, we have developed an objective, 39-point framework to measure the lived experience, helping you improve your customers’ satisfaction and increase retention.

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Improve customer satisfaction

Strengthen your proposition with first-hand insight into yours and your competitors’ customer experience.

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Increase efficiencies

Improve your decision making by using trusted and comprehensive data to evidence the need for operational and service improvements.

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Demonstrate compliance

Using our robust data, you can evidence customer satisfaction within Consumer Duty reporting and inform outcomes monitoring.

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Customer Experience Insights

An objective 39-point framework, designed by Defaqto experts, annually measuring the true experience of 14,500 insurance customers and identifying the market leaders in each case.

Key features

Market insight report

Market and product level insights that identify trends, performance strengths and opportunities to improve your service offering and overall proposition.

Interactive interrogation

An interactive portal to interrogate product category and provider data, identify service improvement opportunities and benchmark performance against named competitors. Available in the following insurance categories:

  • Car insurance
  • Home insurance
  • Travel insurance
  • Pet insurance


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Partnering with us

Working with Defaqto brings you more than just market-leading products and data. Our world-class service means you’ll also enjoy access to our expertise and ongoing support. 

Our insight experts are always happy to discuss the product and industry landscape as it relates to your own business. While personalised training options for you and your staff are available to help you get the most out of our services. 

See Customer Experience Insights in action

Sign up for a free demo

Your personalised demo will show you how:

  • your service compares to your named competitors
  • to identify areas for improvement
  • to scrutinise key service metrics.

Get in touch

Call us today on 01844 295 546, email or complete the form.

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