Full Five Star Rating Report: Commercial and Personal Lines 2024/25 is now available

The Five Star Rating Report: Commercial Lines and Personal Lines 2024/25, published exclusively by Insurance Times in March 2025, is now fully available for subscribers, via online result microsites and a print publication.

This annual report is based on the results of Insurance Times’ unique Broker Service Survey, which has been running for the past 19 years.

The most recent Broker Service Survey, conducted between October and December 2024, collected feedback from more than 850 UK general insurance (UKGI) brokers on the insurers they have regularly placed business with during the past 12 months.

The final report, which covers both commercial and personal lines insurers and trends, is designed to explore and evaluate the service brokers have received from their insurer partners over the course of the last year, based on five key service metrics. 

These metrics include claims, underwriting, quality of cover, documentation and relationship management.

Other topics discussed in the report include insurers’ five-year performance trends, the importance of brokers’ regional footprint, views on regulation, as well as feedback on product opportunities and broker concerns for 2025.

Results

This year, Markel, Arch Insurance and Zurich ranked the highest when it came to delivering high quality commercial lines service for brokers – each insurer received the maximum five star score for overall service across all five of the report’s key metrics.

Meanwhile, six insurers achieved an overall four star rating for their commercial lines service and three insurers gained a three star rating from broker partners.

As for insurer service on personal lines products, Covéa Insurance and Aviva came out on top – these two insurers were awarded five stars by their broker partners.

From the rest of the pack, two insurers were awarded four stars by brokers for their personal lines service, while two insurers achieved an overall three star rating. Only one insurer received a two star rating from UKGI brokers. 

The insurers that brokers provided feedback on for their commercial lines service included AIG, Allianz, Arch Insurance, Aviva, Axa, Chubb, Hiscox, Markel, NIG, QBE, RSA and Zurich. Brokers additionally shared their views on personal lines service from Ageas, Aviva, Axa, Covéa Insurance, LV= and Sabre Insurance.

Influencing service

For insurers wanting to receive in-depth quantitative and qualitative analysis from the Five Star Rating Report: Commercial Lines and Personal Lines 2024/25, the associated Data Insight Book can be acquired by emailing Aisha Roberts at aisha.roberts@insurancetimes.co.uk.

The Data Insight Book also provides a deep dive analysis into further areas explored in the Broker Service Survey that is not featured in the published report, such as brokers’ access to underwriting decision makers, brand reputation considerations, ability to win new business, insurer appetites, pricing competitiveness, regional presence, technology innovation and training opportunitites.

Insurance Times’ head of research, Savan Shah, said: “Thank you to all the brokers that came forward to participate in the survey – your views and feedback will surely steer the insurer market through challenging times over the next year.

”I have seen firsthand how seriously insurers take the feedback you provide, so thank you for sharing your views and influencing your insurer partners”.

Continual feedback

UKGI brokers that want to continue steering insurer improvements can also participate in Insurance Times’ eTrading survey for 2025, which is open until midnight on 23 March 2025.

Brokers that take part will be entered into a prize draw to win £250 worth of John Lewis vouchers. They will also receive an exclusive executive summary of the final report’s results, which showcase the leading insurer extranets and software houses.

Click here to take part in this year’s eTrading survey. Take a look back at the Five Star Rating Report: ETrading 2024 here.