Complaint handling
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.
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.
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.