Complaint handling
FCA re-opens commercial lines rules consultation
The Financial Conduct Authority has “partially re-opened” its consultation about overhauling rules for commercial lines and bespoke insurance, in a bid to get more data from providers and brokers.
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.
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.
FCA demands insurers up their Consumer Duty monitoring game
With just a month to go until insurers need to file their first Consumer Duty annual board report, the Financial Conduct Authority has raised concerns about how providers are monitoring customer outcomes.
Abby Thomas, Financial Ombudsman Service
Abby Thomas, who joined the Financial Ombudsman Service as chief executive and chief ombudsman in October 2022, wants the industry to get better at communicating.
FCA to review how insurance claims are being handled
The Financial Conduct Authority intends to check claims handling response times, and whether insurers are doing enough to help customers in vulnerable circumstances.
Motor insurance complaints hit five-year high
The latest Financial Ombudsman Service data, published today, shows a spike in motor insurance cases caused by valuation disputes, customer service issues, and delays in payouts.
Ghosts of hollowed out policies come back to haunt insurers
Editor’s View: Emma Ann Hughes urges motor insurers to reflect on the error of their essential motor policy-pushing ways, and show the regulator and the ombudsman their willingness to change now.
Why customer satisfaction in general insurance is plummeting
Customer satisfaction in general insurance providers over the last 12 months has plummeted at the fastest rate since 2008, according to the latest Institute of Customer Service report.
Regulators unveil ‘clearer’ complaints procedure
The Financial Conduct Authority, Prudential Regulation Authority and the Bank of England have finalised a revised scheme for complaints about regulators.
Insurers must right their wrongs for vulnerable customers, says FCA
Home and motor insurers need to put the “wrongs right” and “improve their treatment” of vulnerable customers as the cost-of-living squeeze continues.
Motor and buildings insurance top the most complained about products by consumers
The Financial Ombudsman Service revealed motor and buildings insurance are among the top five most complained about products for 2022/23.
Insurers show ‘slow but steady’ improvement as nuisance calls decline
The number of nuisance calls and texts reported to the Information Commissioner’s Office halved in 2022 compared with the previous year, with the insurance sector scoring better than other industries.
Ombudsman expects uptick in insurance complaints
The Financial Ombudsman Service expects the number of general insurance complaints it receives to go back to pre-pandemic levels in the year ahead.
Ombudsman compensation limit soars to £415K
From the start of next month the Financial Ombudsman Service's award limits will increase from £375,000 to £415,000 for acts or omissions by insurance firms on or after 1 April 2019.
FOS aims to slash insurance complaints queue
The Financial Ombudsman Service intends to change the way it records the number of complaints against insurance companies, in a bid to encourage more businesses to settle with policyholders before an investigation is launched.
NFU Mutual policyholders invited to claim after Covid cover complaints upheld
Dozens of NFU Mutual policyholders have had complaints over missing cover for Covid-related booking cancellations upheld, Insurance Post can reveal.
Complaints about insurer conduct and BI drop to pre-pandemic levels
Complaints about insurer conduct and business interruption have dropped almost to pre-pandemic levels while calls for compensation relating to travel and roadside assistance cover are both at a three-year high, according to the latest Financial Ombudsman…
Insurance complaints declining says FOS
After reporting a surge in insurance complaints due to the impact of Covid‑19, the Financial Ombudsman Service received just 40,242 complaints regarding insurers in 2021 to 2022.