Complaint handling
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”.
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.