Main drivers of satisfaction with insurance claims handling in the UK in 2014

The statistic presents the the key drivers of satisfaction with the insurance claims process amongst successful claimants in the United Kingdom (UK) as of 2014. The scores for overall satisfaction with the way in which the claims were handled were converted into indices. The higher the index value (over 100), the higher the level of importance individuals have attributed to a specific driver of satisfaction. With an index score of 124, the most important driver of satisfaction amongst the respondents was the help they received from the claims-handing staff.

Above average determinants of satisfaction with insurance claims handling amongst successful claimants in the United Kingdom (UK) as of 2014

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Sources

Release date

May 2014

Region

United Kingdom

Survey time period

2014

Special properties

claimants

Method of interview

Telephone interview

Supplementary notes

The source specifies: "Important drivers of satisfaction with claims handling were determined using a statistical technique called Derived Importance. Derived Importance is based on determining the statistical association between the performance rating of an individual attribute and a broader performance criteria, in this case, overall satisfaction with the way in which the claim was handled", and "the Derived Importance scores have been converted into indices, where 100 is the average."

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