Product analysis

Insurance complaint analysis

A public view of how Insurance performs in the published Financial Ombudsman decisions dataset, including volume, outcome mix, firm exposure, and recurring complaint themes.

Page summary

49,217 published FOS decisions in Insurance, with upheld-rate context, firm exposure, complaint themes, advisory patterns, and representative cases.

Published decisions

49,217

Product-specific decision volume in the public corpus

Upheld rate

36.0%

17,697 upheld decisions

Latest published decision 02 Feb 2026

Published decisions

49,217

Product-specific decision volume in the public corpus

Upheld rate

36.0%

17,697 upheld decisions

Leading firm

U K Insurance Limited

2,809 decisions

Leading complaint theme

Delay In Claim Handling

1,946 tagged decisions

Insurance in the ombudsman corpus

49,217 published decisions in this corpus sit within Insurance. 36.0% of those decisions were upheld, which makes this a useful public category page for spotting where complaint outcomes have tended to land.

U K Insurance Limited is the single biggest firm exposure inside Insurance in the published decision set. Delay In Claim Handling is the leading complaint theme in the same category.

  • Latest year in the product series: 2026
  • Leading precedent signal: Consumer Credit Act 1974
  • Advisor risk signal: medium

How the product moved over time

Insurance has a multi-year decision trail in the corpus, which makes it possible to compare recent complaint pressure against earlier years rather than relying on a single snapshot.

In 2026, Insurance recorded 95 published decisions with an upheld rate of 28.4%.

  • 2026: 95 decisions, 28.4% upheld
  • 2025: 8,040 decisions, 39.0% upheld
  • 2024: 7,493 decisions, 47.3% upheld
  • 2023: 7,878 decisions, 46.6% upheld
  • 2022: 7,749 decisions, 34.9% upheld

Themes, precedent signals, and handling implications

delay in claim handling, non-disclosure or misrepresentation, affordability assessment failure, and others are the strongest complaint-theme signals in Insurance. For public analysis, those tags are the closest durable “type” layer available in the dataset.

The existing advisor model also points to recurring handling implications for Insurance, including review consumer credit act 1974 precedent (appears in 1.3% of cases), review section 140a cca precedent (appears in 1.1% of cases), and others.

  • Leading complaint theme: Delay In Claim Handling

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-581701602 Feb 2026Upheld

Aviva Insurance Limited · Insurance

For the reasons I’ve set out above, it’s my final decision that I uphold this complaint and I require Aviva Insurance Limited to refund the £60 she paid to buy heaters for her tenants. It can require Miss S to show she bought these in the relevant time period.

View source decision
DRN-583746302 Feb 2026Not upheld

Aviva Insurance Limited · Insurance

For the reasons I’ve explained above, I don’t uphold Mr and Mrs A’s complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr A and Mrs A to accept or reject my decision before 2 March 2026.

View source decision
DRN-584669402 Feb 2026Upheld

Casualty & General Insurance Company (Europe) Ltd · Insurance

My final decision is that I uphold this complaint and direct Casualty & General Insurance Company (Europe) Ltd to pay Miss J’s claim and It should add interest at 8% simple per annum in line with what I’ve said above. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss J to accept or reject my decision before 2 March 2026.

View source decision
DRN-590806002 Feb 2026Not upheld

Aviva Life & Pensions UK Limited · Insurance

My final decision is that the offer Aviva Life & Pensions UK Limited has made is fair and reasonable, so it should now pay Mrs C £100 compensation for the distress and inconvenience caused. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs C to accept or reject my decision before 2 March 2026.

View source decision
DRN-591356002 Feb 2026Not upheld

Ageas Insurance Limited · Insurance

For the reasons I’ve explained, my final decision is that I don’t uphold this complaint. I don’t direct Ageas Insurance Limited to do any more in response to this complaint.

View source decision