Confused.com Compare Insurance

User Experience Report

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

Highlights trends and insights

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All Insights

TOP INSIGHTS

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

App Loading Issues

A significant number of users, approximately 20%, report that the app fails to load properly, often getting stuck on the splash screen or crashing. This issue prevents users from accessing any features of the app, leading to frustration and app deletion.

The app doesn't load past the logo screen, making it unusable.

Rewards Access Problems

Around 25% of users experience difficulties accessing the rewards section, with the app either failing to load the page or displaying error messages. This issue prevents users from claiming their rewards, which is a key feature of the app.

The rewards page won't load, so I can't claim my rewards.

Data Syncing Errors

Approximately 15% of users face issues with data syncing, where the app fails to automatically populate user details or sync with purchased policies. This results in users having to re-enter information, which is time-consuming and frustrating.

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

Web Redirection Frustration

About 10% of users are frustrated by the app's tendency to redirect them to the web browser for various tasks, which they find inconvenient and unnecessary. This makes the app feel like a notification tool rather than a standalone application.

The app just redirects me to the web browser, which is annoying.

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. Users appreciate the competitive insurance quotes and rewards like free coffee and car washes, but many criticize the app's functionality, frequent crashes, and issues with the rewards system.

#2 RUNNER UP

GoCompare

GoCompare is praised for its straightforward comparison process and reliable customer service. Users find it easy to navigate and appreciate the comprehensive range of insurance options available.

#3 Straggler

MoneySuperMarket

MoneySuperMarket is well-regarded for its user-friendly interface and effective comparison tools. Customers value the detailed information provided, which helps them make informed decisions on insurance purchases.

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Nuggets

Major Highlights of the Week

App Loading Issues

Users experience persistent loading problems, preventing access to key features like the Rewards section. This issue is exacerbated by the app getting stuck on splash screens or crashing upon launch.

The app no longer loads past the initial screens, making it unusable.

Rewards Access Failures

The Rewards section frequently fails to load or verify claims, leading to user frustration and unclaimed benefits. This problem undermines the app's value proposition of offering rewards for insurance purchases.

I can't access the Rewards section to claim my benefits, and support is unresponsive.

Data Sync Problems

There are significant issues with data synchronization, causing users to re-enter information that should be pre-filled. This inefficiency leads to a poor user experience and diminishes trust in the app's functionality.

I had to re-enter my details despite the app already having them, which was frustrating.

Web Redirection Frustration

The app frequently redirects users to the web browser, which disrupts the user experience and makes the app feel redundant. This design flaw results in user dissatisfaction and app deletion.

Almost every action redirects me to the website, making the app feel pointless.

Customer Support Delays

Users report long wait times for customer support responses, especially regarding reward claims. This delay in support resolution negatively impacts user satisfaction and retention.

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

Authentication Issues

Authentication problems prevent users from accessing their accounts, often due to unexpected interactions with device settings. This technical barrier hinders app usability and frustrates users.

I can't get past authentication due to issues with Safari settings, even though I don't use Safari.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Loading Issues

Users experience persistent loading problems, preventing access to key features like the Rewards section. This issue is exacerbated by the app getting stuck on splash screens or crashing upon launch.

Rewards Access Failures

Data Sync Problems

Web Redirection Frustration

The app frequently redirects users to the web browser, which disrupts the user experience and makes the app feel redundant. This design flaw results in user dissatisfaction and app deletion.

Customer Support Delays

Users report long wait times for customer support responses, especially regarding reward claims. This delay in support resolution negatively impacts user satisfaction and retention.

Authentication Issues

Authentication problems prevent users from accessing their accounts, often due to unexpected interactions with device settings. This technical barrier hinders app usability and frustrates users.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app will no longer load since the latest update. Stuck on message about reminders being stored in the account. Can’t access the Rewards section to claim for the end of the month.

radiomanops

Have been using confused.com for many years as I find they give me the best price for my insurance needs. They give a good reward ie the £20 voucher for certain policy purchases. However, after my last insurance purchase a few days ago I submitted the claim reward. This went into verify for a few days and now the reward page won’t load and says there’s a problem. I am still waiting for support to get back to me.

Rusty4403

I thought Apple were cracking down on this kind of rubbish. Almost everything you do just redirects you out to the website. So the app is just a glorified way of confused pushing notifications at you. Trying to do anything sensible just ends up with lots of tabs in your web browser. Pretty lazy functionality. Deleted.

bigc847

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app will no longer load since the latest update. Stuck on message about reminders being stored in the account. Can’t access the Rewards section to claim for the end of the month.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Confused.com Compare Insurance

Top Insights This Week

App Loading Issues

Rewards Access Problems

Data Syncing Errors

Web Redirection Frustration

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

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

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts