Claims Club news: Ombudsman relying on third parties as caseload increases
The Financial Ombudsman Service is making increasing use of outsourcing as it battles to keep up with the volume of cases it has to deal with, especially in the payment protection sector.
Caroline Mitchell, lead ombudsman — insurance and investments, revealed that among the FOS' priorities for the next year will be a move towards e-enablement but that, for now, the use of third parties
Only users who have a paid subscription or are part of a corporate subscription are able to print or copy content.
To access these options, along with all other subscription benefits, please contact info@postonline.co.uk or view our subscription options here: https://subscriptions.postonline.co.uk/subscribe
You are currently unable to print this content. Please contact info@postonline.co.uk to find out more.
You are currently unable to copy this content. Please contact info@postonline.co.uk to find out more.
Copyright Infopro Digital Limited. All rights reserved.
As outlined in our terms and conditions, https://www.infopro-digital.com/terms-and-conditions/subscriptions/ (point 2.4), printing is limited to a single copy.
If you would like to purchase additional rights please email info@postonline.co.uk
Copyright Infopro Digital Limited. All rights reserved.
You may share this content using our article tools. As outlined in our terms and conditions, https://www.infopro-digital.com/terms-and-conditions/subscriptions/ (clause 2.4), an Authorised User may only make one copy of the materials for their own personal use. You must also comply with the restrictions in clause 2.5.
If you would like to purchase additional rights please email info@postonline.co.uk
More on Claims
Axa reduces claims middlemen with repair network
Axa has begun working to reduce the number of people involved in the claims process through the launch of the Building Repair Network.
Insurance fraud hits £1.34bn as criminals pursue higher-value claims
Insurance fraudsters are targeting bigger payouts, with insurers detecting £1.34bn worth of bogus claims in 2025, according to new figures from the Association of British Insurers.
Conflict-driven construction costs widen underinsurance gap
The latest BCIS data highlights how cost volatility can affect reinstatement differently from new build, leaving static sums insured increasingly vulnerable to underinsurance.
Diary of an Insurer: Sedgwick’s Hugh Kennaway
From policing London's streets to handling complex global energy claims and championing the international growth of the loss adjusting profession, Hugh Kennaway, past president of the Chartered Institute of Loss Adjusters, plus managing director and global head of downstream energy at Sedgwick, has a nonstop week.
Insurance needs to tap into agentic AI to evolve
Insurers should begin implementing agentic AI to help remove friction along the claims journey to save costs and better serve clients
Winners of the Insurance Post Claims and Fraud Awards 2026 revealed
Aviva, Bamboo Connect, DWF Law and DAC Beachcroft were all multiple winners at the Insurance Post Claims and Fraud Awards held last night (1 October) at The Brewery in London.
Court ruling puts focus on D&O risks of board secrecy
The Supreme Court’s Saxon Woods ruling highlights how covert boardroom dissent can translate into personal directors and officers (D&O) insurance exposure, according to Sam Cornelius, lead management liability underwriter at Rrelentless.
Scottish broker awaiting embezzlement trial
The Financial Conduct Authority has secured a bankruptcy order against Arthur Temlett, trading as Abacus Insurance Consultants.