Some car insurers are outperforming their competitors when it comes to speed of claims handling, while others are leaving customers frustrated by delays, research from consumer group Which? found.

A survey of over 4,700 car insurance claimants found that 39% of respondents had to chase their insurer to move their claim forward.

While LV and NFU Mutual earned five-star ratings, six insurers — 1st Central, Admiral (ADM.L), Age Co, Ageas, Esure, and RAC — received just two stars out of five.

Delays in the claims process have emerged as one of the main reasons for a rise in customer complaints about car insurance firms, according to the Financial Ombudsman Service (FOS).

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But speed isn’t the only area where some insurers are falling short. In terms of settlement value — the amount offered to customers in total loss claims — many insurers also earned just two stars.

NFU Mutual was the only provider to secure five stars in this category. Allianz (ALV.DE), Halifax, AA, Hastings Direct, Lloyds Bank (LLOY.L), Churchill, 1st Central, Admiral (ADM.L), Ageas, Age Co, RAC and Esure all received two stars, the lowest score in the survey as no provider received only one star in any category.

The FCA has warned insurers not to offer unfairly low settlements, especially when it comes to replacing a vehicle in total loss claims. Which? said these results suggested that some insurers may not be offering claimants the fair settlements they expect.

The survey also highlighted issues with communication. Many insurers received poor ratings for keeping customers updated on their claims’ progress. NFU Mutual led the pack with four stars, while Aviva, Direct Line (DLG.L), Lloyds Bank, and LV received three stars. However, 14 insurers received just two stars for their communication efforts.

The level of coordination between insurers, repairers, and claims handling companies was another area of concern. A majority of insurers scored poorly here as well, with Ageas, Age Co, Esure, and RAC receiving just two stars. These four companies also ranked at the bottom in terms of overall claims satisfaction, a key metric that evaluates how likely claimants are to recommend their insurer based on their claims experience.

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Which? is calling for insurers to streamline their claims processes and ensure they provide clear communication at every stage.

Jenny Ross, editor of Which? Money, said: “Consumers only find out how good their insurer is when it comes to making a claim. Delays during that process can make an often stressful situation worse.

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“Whether it’s a minor bump or a completely written-off vehicle, drivers will rightly expect their claim to be handled efficiently. Unfortunately, our research shows that some firms are stuck in reverse.

“It’s crucial that the regulator continues to monitor insurers’ claims handling, and takes enforcement action against those failing to meet expectations.”

Data from the Financial Conduct Authority (FCA) showed that car insurers were generally reliable in accepting claims, with 99% of claims being fully or partially accepted in the past year.

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