Firm analysis

Legal & General Insurance Limited complaint analysis

A public analysis page covering published Financial Ombudsman decisions involving Legal & General Insurance Limited, including outcome context, product mix, complaint themes, and representative cases.

Page summary

815 published decisions involving Legal & General Insurance Limited, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.

Published decisions

815

Firm-specific decision volume in the public corpus

Upheld rate

41.6%

339 upheld decisions

Latest published decision 26 Feb 2020

Published decisions

815

Firm-specific decision volume in the public corpus

Upheld rate

41.6%

339 upheld decisions

Leading product

Insurance (excluding PPI)

697 decisions

Leading complaint theme

Delay In Claim Handling

193 tagged decisions

Legal & General Insurance Limited at a glance

Legal & General Insurance Limited appears in 815 published decisions in this corpus. 41.6% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.

Insurance (excluding PPI) is the firm’s clearest product exposure in the published decisions, with 697 decisions and an upheld rate of 43.3%.

  • Latest active year in the published data: 2020 (27 decisions)
  • Most common complaint theme: Delay In Claim Handling
  • Most common precedent signal: Disp

Volume and outcome trajectory

Legal & General Insurance Limited's decision trail runs from 2013 to 2020. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.

In the latest year represented here, Legal & General Insurance Limited appeared in 27 published decisions with an upheld rate of 44.4%.

  • 2020: 27 decisions, 44.4% upheld
  • 2019: 123 decisions, 46.3% upheld
  • 2018: 114 decisions, 35.1% upheld
  • 2017: 117 decisions, 31.6% upheld
  • 2016: 155 decisions, 46.5% upheld

Themes, products, and precedent signals

Delay In Claim Handling is the strongest complaint-theme signal tied to Legal & General Insurance Limited in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.

Disp, Fsma, Icobs, and others are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.

  • Insurance (excluding PPI): 697 decisions
  • Second complaint theme: Policy Wording Ambiguity
  • Second precedent signal: Fsma

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-106524426 Feb 2020Upheld

Legal & General Insurance Limited · Insurance

DRN-1065244 The complaintMr C is unhappy that Legal and General Insurance Limited (L&G) rejected his claim for Trace and Access costs against his buildings insurance. What happenedMr C reported to L&G that he heard dripping sounds behind the wall in his downstairs bathroom after he... (2 pages)

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DRN154837120 Feb 2020Upheld

Legal & General Insurance Limited · Insurance (excluding PPI)

Mr Y complains about the way in which Legal & General Insurance Limited (‘L & G’) handled his claim under his pet insurance policy. My references to L & G include its agent. backgroundI set out the background to this complaint in my provisional decision, which forms part of thi... (5 pages)

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DRN427268919 Feb 2020Not upheld

Legal & General Insurance Limited · Insurance (excluding PPI)

Mr and Ms D are unhappy that Legal & General Insurance Limited (“L&G”) declined their buildings insurance claim for storm damage.backgroundMr and Ms D reported storm damage to their roof after corrugated iron sheeting, which was covering and fixed to their flat roof, had lifted at ... (3 pages)

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DRN073483318 Feb 2020Upheld

Legal & General Insurance Limited · Insurance (excluding PPI)

Mrs D complains that Legal & General Insurance Limited (L&G) won’t meet her claim forstorm damage to her property. She made a claim under her home insurance.backgroundI issued my provisional findings on this complaint in late 2019. A copy is attached and forms part of this decision... (5 pages)

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DRN-108807514 Feb 2020Not upheld

Legal & General Insurance Limited · Insurance

DRN-1088075The complaintMr and Mrs S complain that Legal & General Insurance Limited ("L&G") unfairly declined a claim they submitted for damage to their property on a buildings insurance policy. What happenedMr and Mrs S rent out a property and insure it with L&G. Fo... (2 pages)

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