Claims complaints lead all insurance referrals


New analysis has found that a disproportionate number of property-related complaints concern the claims process.

According to Financial Ombudsman Service (FOS) complaints data which has been analysed Insurance DataLab, 68% of all complaints across the whole insurance industry referred in the third quarter of 2023 were about the claims experience, but this rose to 81% for buildings insurance and 80% for commercial property insurance.

Meanwhile, home insurance saw 78% of complaints relating to claims, with home emergency (67%) the only property-related business line to have fewer than average claims complaints.

The analysis also found that claims complaints about property insurance are also more likely to be upheld, which only home insurance (29%) having an upheld rate for claims complaints lower than the 34% average across all types of complaints.

This means that the other three property-related business lines all had more than a third of claims complaints upheld, which is a worrying statistic as regulatory focus on customer outcomes sharpens following the introduction of the Consumer Duty.

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