Complaints about motor, buildings insurance reach new high

Increase mainly attributed to delays

Complaints about motor, buildings insurance reach new high

Motor & Fleet

By Terry Gangcuangco

Complaints about motor and buildings insurance in the UK have reached their highest level in half a decade, according to the complaints data published today by the Financial Ombudsman Service.

In a release, it was noted that the Financial Ombudsman received 3,869 complaints about car or motorcycle insurance and 1,776 for buildings insurance during April to June 2023 – the first quarter in the service’s 2023/24 financial year.

In Q1 2019/20, there were 2,626 complaints about car or motorcycle insurance; 1,275 about buildings insurance.

“Complaints about buildings, car, and motorcycle insurance have reached a combined five-year high, with an increase in complaints about delays in processing and paying insurance claims,” the Financial Ombudsman Service said.

Travel insurance complaints, meanwhile, have doubled from 504 in Q1 2022/23 to 1,101 this time around. According to the Financial Ombudsman Service, this is the highest Q1 sum for travel insurance complaints in more than 10 years.

Broken down, below are the top complaints figures for financial products and services in the quarter. All five posted increases from Q1 2022/2023.

  1. Current accounts – 7,224
  2. Credit cards – 4,189
  3. Car or motorcycle insurance – 3,869
  4. Hire purchase (motor) – 3,678
  5. Buildings insurance – 1,776

There were 23,217 complaints for all other products and services, bringing the quarter’s total to 43,953. Of the resolved complaints, 37% were upheld.

“Whether it’s your car, your holiday, or your home, having the right insurance is fundamental and should offer people the peace of mind that, when things go wrong, they’re protected,” Abby Thomas, chief executive and chief ombudsman at the Financial Ombudsman Service, commented.

“Where these complaints are driven by insurers delaying paying out on claims, that’s unacceptable. We expect insurers – as well as other businesses – to treat their customers fairly and in a timely manner.

“If consumers don’t feel they've been treated fairly by a financial business, they should contact our free, independent service and we’ll investigate their complaint.”

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