Complaint handling
Data Analysis: FOS decisions reveal how customers are being treated
Post dives into recent decisions by the Financial Ombudsman Service to investigate how customers are being treated in the current financial climate.
Data analysis: FCA & FOI trackers updated - BI complaints drop as insurers settle backlog
Enquiries to the Financial Ombudsman Service related to business interruption products have finally started to drop after a rapid increase in Q1 2021 following the FCA test case.
Data analysis: FOS insurance backlog tops 9000 cases
Freedom of information requests by Post and sister title Insurance Age have laid bare the scale of insurance case delays at the Financial Ombudsman Service.
Intelligence: Post's complaints matrix shows the products that let consumers down during the pandemic
Complaints data from the Financial Conduct Authority and the Financial Ombudsman Service helps to create greater transparency and accountability for insurance firms. As Post brings together the most comprehensive set of complaints data from 2014 onwards,…
EY: investor confidence in UK FS hits new high; James Hallam backs broker start-up; Lloyd's approves insurtech Syndicate and Pen inks £300m QBE deal
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
LV tops Aviva, Churchill, Nationwide and Saga to win customer service crown according to ICS
LV has again been ranked the top insurance organisation in the UK by the Institute of Customer Service in its biannual UK Customer Satisfaction Index, although the gap at the top between it and the chasing pack has been reduced.
Ombudsman responds to loss adjuster calls to fast track Covid-19 BI test case
The Financial Ombudsman Service is prepared to progress a Covid-19 related complaint about business interruption cover as “quickly as possible” to help provide guidance to insurers and the growing number of disgruntled SME policyholders about what is -…
Insurance Covid-Cast - episode five: Could the FOS be key to help bring clarity and nix growing number of SME BI complaints
In the latest episode of Insurance Post and Insurance Age’s new series of video casts brought to you while our journalists are in isolation lockdown we discuss the ongoing confusion around business interruption cover, and what is needed to bring some…
Insurance products account for two thirds of FCA complaints as PPI claims surge
Complaints about payment protection insurance increased 34% in the first half of 2019 in the run-up to 29 August deadline for refunds, according to figures released by the Financial Conduct Authority.
Insurers to pay up to double compensation for FOS complaints
Insurers will have to pay more than double compensation to consumers and businesses who complain under the Financial Ombudsman Service.
Industry faces £10.5m bill from FCA claims data proposals
The regulator expects its claims reporting proposals to cost the industry between £7.5m and £10.5m in one off compliance costs.
Liberty Mutual slapped with £5.2m fine for claims and complaints handling failings
Liberty Mutual has been fined £5.2m over its botched handling of mobile phone insurance claims and complaints.
Financial services complaints jump above four million
The number of consumer complaints reported by financial services firms has risen 10% since the second half of 2017.
Aviva simplifies claims process for home
Aviva has implemented a ‘three question’ process for customers claiming on their home insurance.
This week in Post: BIA shortlist and other insurance news
This week we unveiled the long-awaited shortlist for the British Insurance Awards.
Blog: Value your complaints
Artificial intelligence can spot dissatisfaction trends but only good complaint handling will help insurers get value out of those insights, explains Mark Parnaby, managing director of Cynergie, a Davies company.
Ombudsman complaints data overshadowed by TV investigation
A recent investigation that exposed the undertraining of staff at the Financial Ombudsman Service has cast doubt over a report into the UK’s most complained about insurers.
Ombudsman launches review following undercover investigation
Thousands of complaints against insurers may need to be re-examined after a TV investigation found staff at the Financial Ombudsman Service were woefully undertrained.
Hong Kong revamps complaints bureau
Hong Kong has changed the structure of its insurance complaints organisation.
FCA publishes first complaints figures since rule change
The Financial Conduct Authority has published its first set of complaints data since new rules came into force in June last year.
FCA sets deadline for PPI claims
The Financial Conduct Authority has put a deadline on payment protection insurance claims, bringing to a close a chapter that has cost firms billions in compensation.
Underwriters of Express Gifts will contribute to £12.5m FCA redress
Two firms that underwrote insurance that offered “little or no value” to customers, will contribute to a £12.5m redress.
Revealed: 10 insurers with the most complaints
Direct Line Group has received the highest number of general insurance related complaints in the first half of 2016, according to the latest figures from the Financial Ombudsman Service.
PPI complaint numbers still 'significant challenge', ombudsman warns
The Financial Ombudsman Service said the number of payment protection insurance complaints it receives is still a “significant challenge”.