Analysis

Ombudsman complaints reveal insurers are still struggling with claims

By 2025-01-24T07:00:00

complaints

Customers must be placed at ‘the heart of the claims process’ if insurers are to instigate a turnaround in complaints, says market intelligence firm

Although the UKGI market often describes claims as the shop window of the insurance industry, this part of the sector still struggles to meet customer expectations, frequently leaving policyholders staring into a shopfront clouded by delays and frustration.

This issue remains a serious one. According to the latest analysis of Financial Ombudsman Service (FOS) complaints data by market intelligence firm Insurance DataLab, conducted in January 2025 and published exclusively by Insurance Times, almost 30,000 claims related complaints were referred to the ombudsman in the 12 months to the end of September 2024 – this equates to 71% of all insurance complaints over this period.

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