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Insurance Ombudsman

GettyImages-1145415488

News

FOS reveals which insurers are seeing largest volume of complaints

2025-05-06T11:58:00+01:00By George McDade

‘Behind each case are customers waiting for an answer and we are committed to delivering fair, timely and effective resolutions for consumers and businesses alike,’ says chief executive

complaints (6)

News Analysis

Five years of ombudsman data exposes insurance’s biggest complaints

2025-04-02T07:00:00+01:00By Matt Scott

A five-year review of ombudsman complaints data reveals motor insurance continues to dominate complaints volumes, while travel insurance has the highest upheld rate of the major UKGI business lines

complaints

News Analysis

Ombudsman complaints reveal insurers are still struggling with claims

2025-01-24T07:00:00+00:00By Matt Scott

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

complaints

News

Building insurance complaints soar to record high

2024-08-30T06:00:00+01:00By Chantal Kapani

’Buildings insurance complaints have been steadily on the rise for some time,’ says director of insurance

complaints (6)

News Analysis

Briefing: If claims is the shop window, I’m not buying

2024-05-01T07:00:00+01:00By Matt Scott

Industry must improve its communication with customers to mitigate flood of FOS complaints

complaints (5)

News Analysis

Complaints handling not up to scratch as complaints volumes soar

2024-04-22T07:00:00+01:00By Matt Scott

Consumer Duty has placed a greater spotlight on complaints data, however findings for UKGI show that ‘more than a third of cases’ are being overturned by the ombudsman

target, bullseye

News Analysis

What does the FCA’s actions on Gap mean for the future?

2024-03-05T08:00:00+00:00By Matt Scott

We’ve heard that the unofficial threshold for that payout rate may be set at 30%, with business lines falling under that level likely to draw increased scrutiny from the FCA, says co-founder

assertive fist down angry last warning

News Analysis

The most complained about products in UKGI

2023-11-10T10:30:00+00:00By Matt Scott

Insurance DataLab analyses the latest ombudsman complaints data to find out which product lines – and which insurers – are receiving the most complaints from consumers

61d65801-e678-4d43-9e7c-bf5aeb7efe67

News Analysis

Briefing: Consumer service vital after Luton Airport car park fire

2023-10-13T07:09:00+01:00By James Cowen

The fire came at a time when complaints about car or motorcycle insurance hit a five-year high

bring the hammer down regulation

News Analysis

Briefing: FCA comes out swinging for insurance outliers

2023-09-22T11:27:00+01:00By Yiannis Kotoulas

The regulator has placed Gap insurance firmly in its crosshairs – but that is no let off for the wider sector

complaints (2)

News Analysis

FOS complaint volumes surge as Consumer Duty deadline looms

2023-04-04T10:00:00+01:00By Matt Scott

With the implementation deadline for the new Consumer Duty regulations fast approaching, Insurance DataLab analyses the latest ombudsman complaints figures to see how the industry is performing

brick wall, impediment

News

FCA is ‘an impediment to the effective working of the market’

2022-01-26T11:06:00+00:00By Katie Scott

Biba’s chairman noted that the FCA appears to be implementing ‘regulation for the sake of regulation’, which is ‘affecting competition, productivity and innovation’ within the broking community

High rise building

News

UK government publishes long-awaited Building Safety Bill

2021-07-06T11:33:00+01:00By Isobel Rafferty

Despite the bill being welcomed, insurance industry leaders highlight concerns for buildings under 18 metres tall as ‘fire does not respect arbitrary height limits’

Financial Results

News

FOS annual data reveals spike in insurance complaints

2021-05-26T12:02:00+01:00By Isobel Rafferty

The FOS believes that rather than relying on systems and processes, more personalised communications is the best way to tackle customer issues

claim rejection denied stamp

News

Claim on burned down £760,000 home rejected after bedroom miscount

2018-03-28T15:22:00+01:00

A father of four left with a £460,000 bill after filling in his home insurance policy incorrectly is appealing to the underwriter to change their minds and accept the family’s claim

All Insurance Ombudsman articles

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