The annual Defaqto Customer Appeal survey asks insurance consumers about the policy features they value most and least across different product lines.
The findings are made available via Matrix 360—our powerful, single-source market intelligence tool—our Insights team uses the results to review and adjust the assessment criteria for awarding Star Ratings each year.
Which policy features do buyers of Buildings and Contents insurance value most?
- Policyholder priorities in Home Insurance remain consistent with the previous year.
- Home emergency, burst pipes and accidental damage topping the list for Buildings cover.
- Loss of keys, glass breakage, and garden contents rank lowest.
- Contents insurance tells a similar story, with accidental damage, home emergency and personal possessions firmly entrenched in the top five.
For a deeper exploration of the complete 2025 survey findings, contact your Defaqto account manager.
See the full set of policy features ranked by Customer Appeal for Buildings and Contents insurance in 2025 (PDF).