Confused.com Compare Insurance

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

UNLOCK ALL INSIGHTS

Confused.com Compare Insurance

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Confused.com Compare Insurance's key feedback

1

Rewards Access Issues

Many users are experiencing difficulties accessing the rewards section of the app, with reports of it failing to load or displaying error messages. Approximately 20% of users have mentioned this issue, which affects their ability to claim promised rewards.

The rewards section doesn't load, making it impossible to claim my free coffee.

2

App Loading Problems

A significant number of users report that the app fails to load properly, often getting stuck on the splash screen or crashing. This issue affects around 15% of users, preventing them from using the app's features.

The app doesn't open past the logo screen on my iPhone.

3

Data Syncing Errors

Users have expressed frustration with the app's inability to sync their data correctly, leading to repeated data entry and missing information. This problem affects about 10% of users, causing inconvenience and dissatisfaction.

I had to re-enter my details because the app didn't sync my information with my policy.

4

Unresponsive Customer Support

Several users have complained about slow or unhelpful customer support, particularly when trying to resolve issues with rewards or app functionality. Approximately 10% of users have highlighted this as a pain point, leading to frustration and unresolved problems.

I've been waiting a month for a response about my Sainsbury's voucher.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Confused.com Compare Insurance
Confused.com receives mixed feedback, with users praising its ease of use and competitive pricing, but others criticize the app for technical issues and difficulties accessing rewards. Some users appreciate the rewards and quick quotes, while others are frustrated by persistent technical glitches and customer service challenges.

#2 RUNNER UP

GoCompare
GoCompare is generally well-received for its user-friendly interface and effective comparison features, helping users find suitable insurance options quickly. However, some users report issues with customer service and occasional technical problems.

#3 Straggler

MoneySuperMarket
MoneySuperMarket is praised for its comprehensive comparison tools and ease of use, making it a popular choice for users seeking insurance deals. Despite its strengths, some users experience occasional technical difficulties and customer service issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Confused.com Compare Insurance
#1 Users Choice
Confused.com receives mixed feedback, with users praising its ease of use and competitive pricing, but others criticize the app for technical issues and difficulties accessing rewards. Some users appreciate the rewards and quick quotes, while others are frustrated by persistent technical glitches and customer service challenges.
GoCompare
#2 Runner-up
GoCompare is generally well-received for its user-friendly interface and effective comparison features, helping users find suitable insurance options quickly. However, some users report issues with customer service and occasional technical problems.
MoneySuperMarket
#3 Straggler
MoneySuperMarket is praised for its comprehensive comparison tools and ease of use, making it a popular choice for users seeking insurance deals. Despite its strengths, some users experience occasional technical difficulties and customer service issues.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Reward Access Issues
Users face significant challenges accessing rewards, with the app frequently failing to load the rewards section or displaying errors. This issue undermines the app's value proposition of offering incentives for insurance purchases.
The rewards element doesn’t even load, stating something’s gone wrong.
App Loading Failures
The app often fails to load past the splash screen, particularly on newer iOS versions, rendering it unusable for many users. This technical issue severely impacts user engagement and satisfaction.
Selecting the app shows the title page and then jumps back to the main iPhone screen.
Data Sync Problems
There are complaints about the app not syncing user data correctly, leading to repeated data entry and missed rewards. This inefficiency frustrates users and diminishes the app's convenience.
I have to duplicate effort re-entering data that Confuse already holds.
Delayed Customer Support
Users experience long wait times for customer support responses, particularly regarding reward claims. This delay in service response can lead to dissatisfaction and potential churn.
Waiting a month for my Sainsbury's voucher, takes a week to get any response.
Outdated Vehicle Data
The app struggles to update vehicle registration details promptly, especially for personalized plates, causing issues in obtaining quotes. This lag in data updates can hinder the app's core functionality.
Couldn’t proceed with a quote as it couldn’t find my car details based on the reg number.
Misleading App Functionality
The app frequently redirects users to the website for completing tasks, which contradicts its purpose as a standalone tool. This redirection frustrates users who expect a seamless in-app experience.
Almost everything you do just redirects you out to the website.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Reward Access Issues
Users face significant challenges accessing rewards, with the app frequently failing to load the rewards section or displaying errors. This issue undermines the app's value proposition of offering incentives for insurance purchases.
App Loading Failures
The app often fails to load past the splash screen, particularly on newer iOS versions, rendering it unusable for many users. This technical issue severely impacts user engagement and satisfaction.
Data Sync Problems
There are complaints about the app not syncing user data correctly, leading to repeated data entry and missed rewards. This inefficiency frustrates users and diminishes the app's convenience.
Delayed Customer Support
Users experience long wait times for customer support responses, particularly regarding reward claims. This delay in service response can lead to dissatisfaction and potential churn.
Outdated Vehicle Data
The app struggles to update vehicle registration details promptly, especially for personalized plates, causing issues in obtaining quotes. This lag in data updates can hinder the app's core functionality.
Misleading App Functionality
The app frequently redirects users to the website for completing tasks, which contradicts its purpose as a standalone tool. This redirection frustrates users who expect a seamless in-app experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's rewards section doesn't load, making it impossible to claim rewards. This issue has persisted despite multiple updates and attempts to contact customer support.
Confused by their own excuses
I couldn't proceed with a quote because the app couldn't find my car details based on the registration number. It seems the system is outdated with DVLA updates.
SycomCS
The app was great until recently when it stopped allowing me to access my rewards. I purchased insurance but now can't claim the promised rewards, and support hasn't responded.
Rusty4403

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.

The quotes of the week

Hear from some of the most impactful users to drive changes
The app's rewards section doesn't load, making it impossible to claim rewards. This issue has persisted despite multiple updates and attempts to contact customer support.
Candice Wu
App Store
I couldn't proceed with a quote because the app couldn't find my car details based on the registration number. It seems the system is outdated with DVLA updates.
Kelly Williams
Google Play
The app was great until recently when it stopped allowing me to access my rewards. I purchased insurance but now can't claim the promised rewards, and support hasn't responded.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore