‘Super complaint’ being issued to FCA over home and travel insurance concerns

Which? is using its statutory powers to submit a “super complaint” to the FCA over its concerns about the home and travel insurance markets.

The consumer champion is focusing on these two types of insurance because they have some of the lowest levels of claims acceptance rates and “the impact on consumers when things go wrong can be huge”.

The complaint is about these markets as a whole, not specific firms.

It contains evidence and original research based on surveys of thousands of insurance customers, in-depth interviews with people who have experienced problems, analysis of thousands of Financial Ombudsman Service (FOS) decisions and independent legal analysis.

It focuses on three main areas – poor claims-handling, inappropriate sales processes, a lack of application and enforcement of FCA rules and other relevant law.

Rocio Concha, Which? director of policy and advocacy, said: “Which? using its legal powers to submit a super complaint is a major intervention – but we believe it is necessary as serious failings in home and travel insurance have been tolerated for too long by the insurance industry and its regulator.

“Our evidence that the home and travel insurance markets are not working well is overwhelming and we have heard heartbreaking stories from people who have found the experience of dealing with an insurance company worse than the distressing life events that led to their claim.”

FCA claim

This comes following the FCA saying in July 2025 that while it saw some good practice in the home and travel sector, it uncovered “concerning evidence of poor claims handling practices”.

The regulator said that where it has seen poor practice from firms, it would address it directly with them, including taking action against specific firms where necessary.

However, Which? claims that it has found “little evidence that the FCA has taken meaningful action to address the many persistent problems that exist in these markets”.

By law, the regulator has 90 days to respond to Which?’s super complaint.

Concha said: “It’s time for the FCA to get a grip on the home and travel insurance markets and urgently intervene to make sure insurers up their game.

“This super complaint should mark a turning point that leads to fundamental changes in how insurance companies treat their customers.”