Insurance Times confirms five star insurers from 2025’s commercial and personal lines report

Insurance Times is today (5 February 2025) announcing the headline results from its 2025 Five Star Rating Report: Commercial and personal lines, ahead of research’s full publication in March 2025.

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

The most recent 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.

This feedback on insurers’ service for brokers covered product acquisition processes, risk management guidance, relationship management experience, product opportunities, pricing and regional presence, to name a few key topic areas.

Results

This year, Markel, Arch Insurance and Zurich ranked the highest when it came to delivering high quality service around commercial lines products for brokers.

These three insurers 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.

Among 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 commercial lines findings ranked AIG, Allianz, Arch Insurance, Aviva, Axa, Chubb, Hiscox, Markel, NIG, QBE, RSA and Zurich.

The personal lines results include Ageas, Aviva, Axa, Covéa Insurance, LV= and Sabre Insurance.

The report will be fully available for subscribers in March 2025. This includes additional insight around insurers’ performance levels, as well as granular broker feedback on insurers’ products and services.

Influencing service

For insurers wanting to receive in-depth quantitative and qualitative analysis from the Five Star Rating Report: Commercial and personal lines 2025, the associated Data Insight Book can be acquired by emailing Aisha Roberts at aisha.roberts@insurancetimes.co.uk.

Insurance Times’ head of research, Savan Shah, said: “Thank you to all the brokers across the nation 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 details 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.