The headline you have seen: trust in insurers is falling. Satisfaction down. Net Promoter Score gone negative. Barely half of customers feeling fairly treated.
I am not going to argue with the frustration behind it. And I want to be accurate about prices, because the story is not simply that they have skyrocketed. They rose sharply through 2023 and 2024, then eased a little, and are now creeping up again. So the real issue is not the premium in isolation. It is affordability. It is what a household can bear when food, energy and everything else has climbed too. When a family is weighing whether they can afford cover or afford to feed their children, insurance is exactly the kind of thing that gets cut. And that is precisely the protection that would matter most if the worst happened.
But I want to separate two things that keep getting merged, because merging them does real harm. One is price. That is where the frustration genuinely sits. The other is the claim. The moment something goes wrong and the promise is actually tested.
And on the claim, the evidence is far better than the headline suggests. Broader independent tracking, which follows people through a claim whether or not they wrote a review, finds that most claims are paid, most claimants come away satisfied, and a well handled claim can leave a customer more loyal than they were before.
That matters beyond industry pride. Because if a household already stretched keeps hearing that insurers simply do not pay, some will decide it is not worth having, and cut their cover. And the people most likely to do that are the ones least able to survive an uninsured loss. A relentlessly negative story does not protect consumers. It can quietly strip them of protection that works.
So here is what I am trying to do. I want to raise the bar on how we talk about claims. Not by pretending every claim is a good claim, because it is not, and the poor ones matter enormously. But by making sure the good news is told with the same energy as the bad, so consumers understand one simple truth. Insurance, handled well, is a good purchase.
Here is the trap. When the industry defends itself, it sounds like it is serving itself, and that instantly undermines the very trust it is trying to protect. So it cannot be the industry that tells this story. It has to be the people who do the work, and the evidence of what customers experience. That is why I need your voice, not a corporate one.
I have written a book about this, “The Claim Is the Promise”, and I want to use it as a platform to tell the story of what is going well. To do that properly, I need your thoughts. What does the data get wrong about your world?
Where is the industry genuinely better than its reputation, and where does it still fall short? And what would you want a stretched customer to understand before they decide cover is a luxury they can drop?
Write to me. Let us tell the fuller story together.