Finder Travel Insurance Customer Satisfaction Awards 2020

We asked customers of some of the UK’s biggest travel insurance companies about their experience and whether they would recommend their insurer to a friend or family member.

You can see our winners below, plus a full table of the results and an explanation on how we came up with the results.

The winners are based on both overall satisfaction scores (that is, star ratings) and recommendation scores (the percentage of customers who said they’d recommend the brand to a friend). More on this below.

Our travel insurance winners

Part of the famous Virgin Group and with four levels of cover to choose from, Virgin Money is the only travel insurer on our list with a score of five out of five stars. There was a lot of praise from customers in our survey for the company’s insurance cover and great service as well as for its good prices.

Read our review of Virgin Money travel insurance

Get Going specialises in providing travel insurance for people with existing medical conditions who might struggle to find a good deal elsewhere or even a company that would be willing to provide them with cover at all. There are three levels of cover to choose from and our survey revealed customers love Get Going’s good value policies and service levels.

Customer satisfaction 2020 travel insurance league table

Overall satisfaction	Customers who’d recommend	Issuer	Review
★★★★★	89%		Virgin Money offers a wide range of policy types and levels of cover. While all offer decent cover, the more premium policies get a 5-star rating from analysts at Defaqto and the rest get 3 or 4 stars. Customers in our survey were generally happy with the service and value for money.	View deals
★★★★★	91%		A specialist in medical travel insurance, Get Going offers basic policies (Defaqto 2-star rated) up to premium ones (5 stars), and the range of policy extensions includes cruise and winter sports cover, and cover for carers. Customers praised the service and value.
★★★★★	88%		Many Direct Line customers in our survey praised the ease of dealing with the company – including several who’d made a claim. Policies get 4-star or 5-star ratings from Defaqto. Fairly limited options, with extensions for personal belongings and winter sports.
★★★★★	87%		Lots of options and levels with Post Office Money travel insurance and it makes a point of saying it will “consider” covering any medical condition. Customers in our survey felt they’d received good value for money. Defaqto ratings range from 2 stars to 5.	View deals
★★★★★	85%		Tesco Bank no longer offers travel insurance to new customers.	View deals
★★★★★	78%		Aviva customers praised its efficient service. There’s only one level of cover rather than a range of tiers, and it’s worth knowing that baggage cover is extra. You can get extensions for activities such as scuba-diving and winter sports. Aviva’s single trip and multi-trip policies are both 5-star rated by Defaqto.	View deals
★★★★★	79%		AXA offers a wide range of cover types and levels (three tiers: bronze, silver and gold). Customers felt service was reliable. Defaqto gives the policies 3-5 stars.
★★★★★	71%		Saga travel insurance is tailored for people aged over 50 and there’s no upper age limit. Customers in our survey praised the service but felt cover was on the expensive side. There’s a special policy covering pre-existing medical conditions, and there’s a winter sports add-on. Policies get 3 or 5 stars from Defaqto.
★★★★★	75%		Staysure customers praised the service but a few felt the policy wording could have been clearer. Lots of policy options, and two levels of cover: Basic (Defaqto gives it 2 stars) and Comprehensive (5 stars).	View deals
★★★★★	78%		Coverwise customers felt they were getting good value. Pre-existing medical conditions can only be covered with a Select policy. Cover levels range from Standard and Bronze up to Platinum and Defaqto stars range from 3 to 5.	View deals
★★★★★	77%		AA customers praise the service, including when you make a claim. Tiers go from Bronze (Defaqto gives this 2 stars) up to Gold (5 stars). AA members get extras thrown in.
★★★★★	75%		Many Asda Money customers in our survey said they thought the cover was cheap. There are three levels of cover, and Defaqto ratings range from 3 to 5 stars.
★★★★★	64%		Admiral travel insurance customers said it was easy to deal with the company. There are several tiers – the basic cover gets 3 stars from Defaqto and the Platinum tier gets 5 stars.	View deals

Customer satisfaction ratings methodology

In December 2019, we ran a customer satisfaction survey on insurance providers. 750 people replied and told us their thoughts on their insurance provider in each of five categories (car, travel, pet, home and life).

The survey asked respondents how satisfied they were with their current insurance company (on a scale from one to five, and also whether they would recommend the brand to a friend or not). We turned the results into star ratings and shortlisted the top-performing brands for our awards. When there was a draw, we used the recommendation score (that is, the percentage of customers who said they would recommend the brand to a friend) as a tie-breaker.

Full details of our star ratings for this sector are on the insurance ratings methodology page.