Confused.com CEO Steve Dukes says looking beyond the headlines explains what’s really driving car insurance costs
Confused.com CEO Steve Dukes says understanding the story behind the data is more valuable than focusing on headline figures, following the publication of the latest Confused.com Car Insurance Price Index.
In a recent LinkedIn post, Dukes reflected on the findings of the latest Confused.com Car Insurance Price Index, powered by WTW, explaining why the average premium only tells part of the story.
The latest index shows the average cost of comprehensive car insurance has risen to £719, an increase of £8 compared with the previous quarter. While this marks the first quarterly increase since the end of 2023, premiums remain 5% (£38) lower than they were a year ago.
Rather than focusing solely on the increase, Dukes argues that understanding the reasons behind the figures enables businesses to make better decisions and deliver better outcomes for consumers.
Looking beyond the averages
Dukes described Confused.com’s approach as “de-averaging” and “onion peeling” – looking two or three layers beneath headline statistics to understand the multiple factors influencing pricing.
According to Dukes, this deeper level of analysis enables Confused.com to better support both consumers and insurers. For drivers, it helps identify products that meet their needs at competitive prices from providers actively seeking their business. For insurers, it provides insights that can help identify market opportunities and shape products to better reflect changing customer needs.
“When we understand the drivers and the whys at multiple levels, we can act and we can help.”
Steve Dukes, CEO, Confused.com
Claims costs continue to rise
One of the biggest factors influencing insurance pricing is the increasing cost of claims. Dukes said the average cost per claim has increased by 42% between 2020 and 2025, rising from £3,842 to £5,464.
He attributed much of this increase to the growing complexity of modern vehicles, which are equipped with sensors, cameras and advanced driver assistance systems that often require recalibration following even relatively minor repairs. Higher labour costs and increasing vehicle replacement values are also contributing to higher claims costs.
At the same time, Dukes highlighted that the number of claims has fallen by 59% over the same period.
He described this as positive not only from a cost perspective but also from a road safety perspective, pointing to improvements in vehicle safety technology alongside the work of road safety organisations. He also highlighted Confused.com’s work with organisations such as the Parliamentary Advisory Council for Transport Safety (PACTS) to help reduce risk further.
Data driving better decisions
The Confused.com Car Insurance Price Index is based on more than six million real car insurance quotes collected every quarter, making it one of the UK’s most comprehensive analyses of insurance pricing.
For Dukes, the value of the data extends well beyond publishing a quarterly report. He explained that data is embedded throughout Confused.com, with colleagues encouraged to question headline figures and investigate the trends beneath them, rather than viewing analytics as the responsibility of a single department.
“We have learned that’s where insights live, that we can turn into action.”
Steve Dukes, CEO, Confused.com
Dukes said this culture of exploring the “why” behind the data has become an important part of how Confused.com operates, helping the business support consumers while enabling insurance providers to launch, tailor and grow products that meet changing market needs.
While average premiums have edged upwards during the past three months, his message is that headline figures alone rarely tell the full story. By analysing trends such as claims costs, claims frequency, advances in vehicle technology and regional pricing differences, Confused.com aims to provide insights that support better decisions across the insurance market.
Read the full Confused.com Car Insurance Price Index or read Steve Dukes’ LinkedIn post.