Defaqto assessed the live desktop and mobile quote-and-buy journeys of 25 leading UK motor insurers against one question: how well does each journey equip a customer to make an informed choice?
Each journey was assessed using Defaqto’s proprietary methodology, developed with behavioural scientists and UX experts, to examine how information is surfaced, explained and used to support customer choice.
Rather than rate prices or product features, this research focuses on the experience of actually buying motor insurance online.
It looks at whether the information customers need is there, how easy it is to find, how clearly it is explained, whether extra guidance is provided where decisions are more complex, and how fairly choices are presented.
Together, these factors show whether a customer leaves the buying journey genuinely informed — not simply presented with information.
“Disclosure alone doesn’t drive good outcomes. The firms that earn trust design for how customers actually behave — not how we assume they should.”
A market-level view of what the research tells us across the motor insurance market.
The full provider-level analysis behind the research.
Customers are not clearly shown what cancelling would mean financially.
The real cost of claiming is often unclear at the point of purchase.
The additional cost of paying monthly is rarely made clear upfront.
Customers are rarely warned when they may already have similar cover.
Auto-renewal choices are rarely presented in a genuinely balanced way.
Join Sam Leonard-Williams for his perspective on what the research means in practice. With more than 15 years’ experience across insurance and financial services, Sam will explore where the biggest opportunities lie for motor insurers.
MIBER Summary Findings (Part A) is the complimentary, market-level report for motor insurers, proposition, CX and Consumer Duty teams.
Inside, you'll find:
MIBER Detailed Benchmarking Report (Part B) includes the full named rankings, section-by-section scores, desktop and mobile results, heatmaps and provider diagnostics.
Defaqto assessed the live desktop and mobile quote-and-buy journeys of 25 leading UK motor insurers to understand how well customers are supported to make informed choices.
MIBER Summary Findings (Part A) is the complimentary, market-level report. It includes headline findings, market-wide themes, the providers reviewed, the overall market leader, Consumer Duty considerations and an overview of Defaqto's assessment methodology.
Only at a high level. MIBER Summary Findings (Part A) identifies the providers reviewed and the overall market leader, but it does not include the full named scores, rankings or provider-by-provider benchmarking. These are available in MIBER Detailed Benchmarking Report (Part B).
MIBER Detailed Benchmarking Report (Part B) contains the provider-level analysis behind the research, including named results for all 25 providers, section-by-section scores, desktop and mobile benchmarking, detailed tables, heatmaps, provider diagnostics and improvement opportunities.
MIBER Detailed Benchmarking Report (Part B) is a paid report and access is managed directly through Defaqto. You can register your interest when downloading MIBER Summary Findings (Part A), or contact our team directly to discuss access.
The research is designed for motor insurers and teams working across product, proposition, customer experience and Consumer Duty, as well as others interested in how insurance buying journeys support customer understanding.
Each live desktop and mobile journey was assessed using Defaqto's proprietary methodology, developed with the help of behavioural scientists and UX experts. The assessment looks at whether information is present, how easy it is to find, how clearly it is explained, whether additional guidance is provided and how fairly choices are presented.