Financial Ombudsman Service (FOS)
Rachel Lam named interim ombudsman MD
Rachel Lam is now interim managing ombudsman director of the Financial Ombudsman Service, as Jenny Simmonds and James Dipple-Johnstone temporarily step into the shoes of Abby Thomas.
MPs demand answers surrounding FOS CEO’s exit
The Treasury select committee has written to both the Financial Conduct Authority and Financial Ombudsman Service about the circumstances which surrounded the departure of CEO and chief ombudsman, Abby Thomas, last week.
Throwback Thursday: Labour’s red tape promise; FOS complaints
Insurance Post’s Throwback Thursday steps back in time to February 1995 to remind you what was going on this week in insurance history when the ombudsman predicted an uptick in general insurance complaints and Labour promised to create more red tape.
Wedding insurance ensures the big day goes without a hitch
To mark Valentine’s Day, Insurance Post news editor Scott McGee discusses the wedding insurance market in 2025 with ombudsman Rachel Lam and Voyager’s Adam Underhill.
FOS to charge CMCs to refer cases
The Financial Ombudsman Service has announced it will charge claims management companies £250 to refer cases to the service from the start of April.
Abby Thomas steps down as ombudsman CEO
Abby Thomas, CEO and chief ombudsman at the Financial Ombudsman Service, is stepping down.
Big Interview: Adam Humphrey, Global Risk Solutions & Cila
"Relevance" is vital to Adam Humphrey, CEO of CCS & GRS International at Global Risk Solutions, who wants to use his year as president of the Chartered Institute of Loss Adjusters to raise the sector’s game.
Cila President outlines plan to avoid future FOS roastings
Adam Humphrey, president of the Chartered Institute of Loss Adjusters, has revealed changes at the professional body that should prevent the Financial Ombudsman Service criticising the sector again.
ABI’s Gurga urges regulators to slash red tape
Hannah Gurga, director general of the Association of British Insurers, has urged the government and regulators to grab Alexander the Great’s sword and slash through the Gordian knot of regulation.
Wheels in motion for changes that benefit insurance customers
Following her attendance at inaugural meeting of the government's motor insurance taskforce, Rocio Concha, director of policy and advocacy at Which, shares her hopes for robust action from the regulator to make the sector work better for customers.
Alarm bells ring over uptick in buildings insurance complaints
A sharp increase in buildings insurance complaints has sounded alarm bells within the Financial Ombudsman Service.
Is the ombudsman right to target loss adjusters?
Content Director’s View: With property claims on the increase and loss adjusters in the Financial Ombudsman Service’s firing line, Jonathan Swift asks the sector what it is doing to address the flack.
Car and motorcycle complaints hit record levels
Financial Ombudsman Service statistics show a record number of new cases for car and motorcycle insurance at the start of 2024.
Pet insurance complaints hit five-year high
The latest Financial Ombudsman Service complaints data for Q1 has been released, revealing that pet insurance complaints have hit a five-year high.
Changes at the top of FOS as Rachel Lam leaves post
Insurance Post has been informed that Rachel Lam is no longer in her position as ombudsman director of insurance at the Financial Ombudsman Service.
MGA launches with travel insurance for pre-existing conditions
New travel MGA Gigasure plans to develop travel insurance for those with pre-existing medical conditions.
What is truly behind the uptick in travel insurance complaints?
Editor’s View: Emma Ann Hughes argues travel insurers who try to claim 99.993% of holidaymakers are happy with their products and services should reconsider the way they look at customer complaints.
Travel insurance complaints hit highest levels since pandemic
The number of travel insurance complaints brought to the Financial Ombudsman Service has increased by 19% in the last year.
Which? demands action against insurers that are poorly handling complaints
Rocio Concha, director of policy and advocacy at Which?, urges the regulator to hold the insurance firms’ feet to the fire for causing customers unfair delay or distress.
Insurers should stop looking at AI as a cost-saver
Eddie Longworth, the founder of JEL Consulting who launched the Artificial Intelligence Code of Conduct earlier this year, says the insurance industry hasn’t realised the “conundrum” about using AI and the need for talent to operate it.
How insurers can up their claims game
Insurers love to talk about claims exaggeration, but David Worsfold asks: are they guilty of some exaggeration of their own?