Complaint handling
Europe: Motor tops complaints and Rosgosstrakh tops the rankings for fines in Russia
The prospects of the insurance market don't look bright in Russia, where dissatisfaction with motor policies is growing, Rosgosstrakh is topping the national fines ranking, and the Central Bank has expressed concerned over the quality of assets of one in…
Hundreds of SMEs take insurance complaints to financial ombudsman
More than 850 small business complaints around insurance were received by the Financial Ombudsman Service, with 219 of those about commercial property insurance, according to its 2015/16 review.
FCA finds PPI complaints rise but other GI concerns continue to fall
Payment protection insurance complaints have increased but general insurance claims outside of this category have continued to fall, according to the Financial Conduct Authority's latest report.
Insurance pricing complaints to FOS increasing
The Financial Obudsman Service has seen an increase in the number of complaints about the price of insurance premiums in the 2015/16 year.
ABI criticises FCA's late decision on complaints rules timeframes
The Association of British Insurers is disappointed the Financial Conduct Authority's amendment to the implementation date for changes to complaints handling and reporting processes, announced today (4 December), has come too late to avoid insurers…
FCA sees 13.6% drop in GI complaints
Complaints to the Financial Conduct Authority about general insurance and "pure protection", a group that includes payment protection insurance, decreased by 13.6% in the first half of 2015.
PPI accounts for 55% of all FOS complaints in first six months
Claims managers have been blamed for fuelling payment protection insurance complaints as the latest figures from the Financial Ombudsman Service show PPI accounted for more than half of all grievances in the first six months of 2015.
FCA revamps complaints handling procedures with new rules
Financial services firms can no longer charge customers premium rates when making telephone calls to ask for assistance or to complain due to new complaints handling rules published today (23 July) by the Financial Conduct Authority.
Ombudsman reports no let-up in PPI complaints
The Financial Ombudsman Service received 4000 payment protection insurance complaints each week in the first quarter of 2015 with 74% of cases upheld.
Post reveals consumer champions as Trust Insurance Taskforce
As part of its campaign to improve trust in the insurance industry Post has announced a taskforce of consumer champions, who will challenge insurers thoughts, beliefs and processes, and provide much need feedback and a realistic view of what customers…
PPI complaints continue to hamper FOS progress
Payment protection insurance complaints accounted for 63% of all grievances dealt with by the Financial Ombudsman Service in 2014/2015.
Insurers advised to cut FOS complaints by avoiding technical jargon
The number of consumer complaints lodged against general insurers with the Financial Ombudsman Service can be reduced by cutting down on the extent of technical jargon in responses to policyholders, according to compliance experts.
Ombudsman publishes complaints data for H2 2014
The Financial Ombudsman Service has published details of complaints it received from consumers in the second half of 2014.
Ombudsman GI complaints dip for Q3
Numbers of enquiries received by the Financial Services Ombudsman on general insurance products excluding payment protection insurance fell in the final three months of 2014.
FOS forecasts fee freeze for 2015/16
The Financial Ombudsman Service has announced plans for a freeze on standard case fees and levies for 2015/16 as it lowers targets for overall income in a consultation document published today.
FCA tightens complaint handling procedures
Financial services firms will no longer be able to use premium rate telephone numbers for customers as part of a series of proposals from the Financial Conduct Authority on changes to the rules on complaint handling and post-sale telephone calls.
FCA and financial firms agree to join forces on complaints handling
The Financial Conduct Authority has agreed with financial firms to make improvements to the way complaints are handled in the sector.
GI products in top three for FCA complaints
Financial Conduct Authority data has put general insurance products in the top three most complained about financial services products for the six months to June 2014.
Fall in general insurance complaints to FOS linked to FCA investigations
Motor remains most-complained-about class of business
PPI issue far from being sorted, according to FOS
Payment protection insurance complaints made up 76% of all complaints referred to the Financial Ombudsman Service in the second half of 2013.
Insurers faced 300 fewer Ombudsman complaints last quarter
Latest figures from the financial ombudsman show complaints relating to general insurance products, excluding payment protection cover, dropping to 6141 for the three months to 31 Dec.
General insurance second only to PPI in H1 2013 FCA complaints
Payment protection insurance and other insurance products were the two most complained about products categories in the first half of 2013, according to the Financial Conduct Authority.
DLG confirms involvement in FCA complaints handling review
Direct Line Group has confirmed it is one of the three firms from the general insurance sector to be involved in the Financial Conduct Authority’s thematic review on complaints handling.
Biba urges FCA to leave brokers out of complaints review and focus on insurers
DLG, Aviva and Allianz are top three GI firms in terms of number of complaints