- Home
Almost two years on – has Consumer Duty improved customer outcomes?
Opinion: The feedback disconnect – why managers are scared to talk to gen Z
Insurance Times confirms 2026’s five star insurers for commercial and personal lines
Eight companies commit to Destination Insurance Charter to become inaugural signatories
- News
- Analysis
- Destination Insurance
- Brokers
- Insurers
- Ratings
- Research
- Fraud Charter
- Topics
- Events
- Expert Views
- Edition
Insurance Ombudsman
News
FOS reveals which insurers are seeing largest volume of complaints
‘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
News Analysis
Five years of ombudsman data exposes insurance’s biggest complaints
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
News Analysis
Ombudsman complaints reveal insurers are still struggling with claims
Customers must be placed at ‘the heart of the claims process’ if insurers are to instigate a turnaround in complaints, says market intelligence firm
News
Building insurance complaints soar to record high
’Buildings insurance complaints have been steadily on the rise for some time,’ says director of insurance
News Analysis
Briefing: If claims is the shop window, I’m not buying
Industry must improve its communication with customers to mitigate flood of FOS complaints
News Analysis
Complaints handling not up to scratch as complaints volumes soar
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
News Analysis
What does the FCA’s actions on Gap mean for the future?
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
News Analysis
The most complained about products in UKGI
Insurance DataLab analyses the latest ombudsman complaints data to find out which product lines – and which insurers – are receiving the most complaints from consumers
News Analysis
Briefing: Consumer service vital after Luton Airport car park fire
The fire came at a time when complaints about car or motorcycle insurance hit a five-year high
News Analysis
Briefing: FCA comes out swinging for insurance outliers
The regulator has placed Gap insurance firmly in its crosshairs – but that is no let off for the wider sector
News Analysis
FOS complaint volumes surge as Consumer Duty deadline looms
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
News
FCA is ‘an impediment to the effective working of the market’
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
News
UK government publishes long-awaited Building Safety Bill
Despite the bill being welcomed, insurance industry leaders highlight concerns for buildings under 18 metres tall as ‘fire does not respect arbitrary height limits’
News
FOS annual data reveals spike in insurance complaints
The FOS believes that rather than relying on systems and processes, more personalised communications is the best way to tackle customer issues
News
Claim on burned down £760,000 home rejected after bedroom miscount
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
Part of the Insurance and Risk group of Newsquest Specialist Media
Published by Newsquest Media Group Limited,
registered in England & Wales with number 01676637
at The Echo Building, 18 Albert Road, Bournemouth,
England, BH1 1BZ - a Gannett company
registered in England & Wales with number 01676637
at The Echo Building, 18 Albert Road, Bournemouth,
England, BH1 1BZ - a Gannett company
Site powered by Webvision Cloud