Key drivers of satisfaction for rejected insurance claimants in the UK in 2014

The statistic presents the the key drivers of satisfaction with the insurance claims process amongst unsuccessful 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 points (over 100), the higher the level of importance individuals have attributed to a specific driver of satisfaction. With an index score of 137, the most important determinant of satisfaction amongst the rejected respondents was that they were provided with an explanation for why their claim was rejected (at rejection).

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

Index score
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Release date

May 2014


United Kingdom

Survey time period


Special properties


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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