Press Release - February 2021

Neilson Group's Smart Insurance Tops Fairer Finance Customer Experience Ratings

Neilson Group is thrilled to announce that their Smart Insurance brand has recently been named top of the Fairer Finance Customer Experience Ratings. These ratings aim to help consumers find a bank, building society or insurer that offers excellent service.
Fairer Finance rate life insurers using various measures including, the percentage of claims paid by an insurer, how clear and understandable the policy terms and conditions are together with the purchase journey, and how good a provider is at handling complaints. The resulting Customer Experience Ratings are designed to help consumers make sense of the complex world of financial products and make informed decisions.
In the life insurance category, Smart Insurance has achieved the highest rating of the 24 insurers included in the table*.
Chris Dawson, Neilson’s Operations Director commented ‘We’re delighted that Smart Insurance has taken the top slot in the Fairer Finance Customer Experience Ratings table. We strive to put customers at the core of everything we do in our UK call centres, and this rating recognises our exemplary service levels and the help we give our customers when they need us most, particularly at this most difficult time.’

James Daley, Managing Director of Fairer Finance commented, ‘Our ratings are designed to help customers understand which firms offer the best customer experience and Smart Insurance has been top of our ratings in 10 of the last 12 periods – an impressive achievement. We hope others in the market are inspired to follow its lead.’

* Source Fairer Finance.


Founded in 2012, Neilson Financial Services (NFS) is a UK specialist provider of life insurance currently selling thousands of proprietary policies per month in the UK. NFS provides life insurance products directly to consumers; via the retail brands British Seniors, Smart Insurance and Frankli, as well as a wide range of popular insurers’ products through its online comparison and purchase service Choozi. Having a full suite of distribution and policy administration capabilities in house, as well as a bespoke, proprietary IT platform and direct marketing business, means NFS can offer closely synchronised online and call centre operations to provide a complete omni-channel customer experience. These components can be combined to create compelling partnership propositions including white-labelling capability. NFS also offers specialist protection advice through its whole of market advice firm, Neilson Place. NFS is committed to the cross-sector working party voluntary Agreement on access to protection insurance for people with pre-existing medical conditions and disabilities, launched in 2020.

This information is for authorised intermediaries only and should not be presented to, or relied on by, retail customers. It is approved and issued by Neilson Financial Services Limited. Neilson Financial Services Limited is authorised and regulated by the Financial Conduct Authority and entered on the Financial Services Register under reference 594926. Registered Office: Landmark Place, Windsor Road, Slough, Berkshire, SL1 1JL. Registered in England and Wales, number 07986483.