The evidence basis
A useful comparison starts with a clear account of the evidence.
What our independent claimant tracking covers, how to read the findings and what must be established for your briefing.
What the evidence covers
The work draws on independent tracking of UK motor and home insurance customers. Claimants describe a claim they have experienced and are followed forward to see what happens at renewal.
The same broad approach across the market provides context beyond any one insurer's own customer research. Experience during a claim and subsequent behaviour are distinct parts of the evidence.
What makes a comparison useful
A market total is not the sample for an individual firm's benchmark. The usable number of responses depends on the product, reporting period, claim stage and question being examined.
At scoping, we establish what coverage is available for the question you want to answer. A comparison should only be read alongside its population, period, sample and definitions.
Association and cause are different
Customers reporting different claim experiences can also show different renewal behaviour. That relationship is commercially relevant, but does not establish that the claim alone caused the decision.
Price and other differences between groups can matter. Where an analysis makes an adjustment, its basis needs to be stated. Aggregate findings do not predict what a particular customer will do.
Our conceptual diagrams show relationships and a sequence of events. Their shapes do not represent measured amounts, durations or causal effects.
What belongs beside a finding
The reporting basis should make the following clear:
- The motor or home population and dates covered.
- The number of eligible responses for that comparison, including exclusions.
- The question, response categories and outcome being compared.
- Any weighting or adjustment used, and the basis for it.
- Uncertainty, limitations and any restrictions on interpretation.
There is no single sample size, date range or weighting description that applies to every client question. Those particulars need to be confirmed for the agreed analysis.
The headline figures are drawn from independent claimant tracking and are published in The Claim Is the Promise (2026), whose note on the numbers gives every base, confidence interval, time window and definition. This page explains how to interpret the evidence; it does not provide a full technical specification for a client analysis.
The boundary of our work
claims.company provides independent comparisons and interpretation. The underlying dataset is not for sale. We complement an insurer's own customer research and leave responsibility for operational delivery with the client.
We do not publish ratings, rankings or league tables, and we do not name a firm's result. Each firm sees its own position against the market privately. The purpose is to raise the standard of claims handling, not to grade the firms we measure.
The photographs in our illustrative Motor and Home journeys depict fictional people. They are not research participants, testimonials or client case studies.