The widening gap
For buildings-and-contents cover, the gap between the average top-quartile insurer and the average bottom-quartile insurer on claims acceptance widened from 27.5 points to 38.6 points. The top held almost perfectly steady. The bottom collapsed.
Top quartile versus bottom quartile, head to head
The same product, the same year, the same regulator's definition of an accepted claim. Pick a product and a period and see exactly what separates the two ends of the table — and which insurers sit at each end.
Every insurer, every year, as a distribution
A market average is one number standing in for dozens of very different firms. Here is the whole field: one dot per insurer per year, with the quartile cuts drawn in. Watch the lower tail stretch downwards.
Quartile trajectories
Rank each insurer within its product each period and join the dots. Of the 77 insurers reporting at both ends of the window, 42 finished in the quartile they started in — position here is stickier than it ought to be.
Who is always good, and who is always bottom
Fifteen cells per insurer — three products across five periods — coloured by quartile. Read down the rows: a handful of names are almost solid blue, and a handful are almost solid red, for five straight years.
Who improved, and who went backwards
Each insurer's claims-acceptance rate at the start of the window against its rate at the end. Changes smaller than one FCA band are not meaningful and are greyed out.
Where the 2021 quartiles ended up
Firms that were top quartile in the second half of 2021, tracked to 2025 — plus the insurers that entered the table and the ones that left it altogether.
Acceptance against complaints
Accepting claims and avoiding complaints ought to go together. Plotted against each other, with the market average as the crosshair, they mostly do — but the exceptions are instructive. Press play to watch the field move.
Buildings, contents, combined — the same insurer, three answers
Buildings claims are accepted far less often than contents claims across the whole market. But some insurers are far more inconsistent between their own products than others.
Every insurer, on one card
Ninety-three insurers, each with a five-year sparkline for all three products on a shared scale. Sort, search, or filter down to the top and bottom quartiles.
Market vitals
The exact market-level aggregates behind the firm tables: premiums, policies, payouts, frequency and the share of premium that comes back to customers as claims.
Method, bands, restatements and caveats
How the quartiles were built, why firm-level figures are ranges rather than numbers, which figures the FCA restated between publications, and what this data cannot tell you.