Published decisions
41,974
Product-specific decision volume in the public corpus
Product analysis
Insurance (excluding PPI) complaint analysis
A public view of how Insurance (excluding PPI) performs in the published Financial Ombudsman decisions dataset, including volume, outcome mix, firm exposure, and recurring complaint themes.
Page summary
41,974 published FOS decisions in Insurance (excluding PPI), with upheld-rate context, firm exposure, complaint themes, advisory patterns, and representative cases.
Published decisions
41,974
Product-specific decision volume in the public corpus
Upheld rate
35.1%
14,747 upheld decisions
Latest published decision 16 Sept 2021
Upheld rate
35.1%
14,747 upheld decisions
Leading firm
UK Insurance Limited
3,619 decisions
Leading complaint theme
Delay In Claim Handling
8,091 tagged decisions
Insurance (excluding PPI) in the ombudsman corpus
41,974 published decisions in this corpus sit within Insurance (excluding PPI). 35.1% of those decisions were upheld, which makes this a useful public category page for spotting where complaint outcomes have tended to land.
UK Insurance Limited is the single biggest firm exposure inside Insurance (excluding PPI) in the published decision set. Delay In Claim Handling is the leading complaint theme in the same category.
- Latest year in the product series: 2021
- Leading precedent signal: Disp
- Advisor risk signal: medium
How the product moved over time
Insurance (excluding PPI) 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 2021, Insurance (excluding PPI) recorded 181 published decisions with an upheld rate of 53.0%.
- 2021: 181 decisions, 53.0% upheld
- 2020: 3,174 decisions, 41.8% upheld
- 2019: 5,727 decisions, 35.0% upheld
- 2018: 5,549 decisions, 33.2% upheld
- 2017: 5,908 decisions, 32.0% upheld
Themes, precedent signals, and handling implications
delay in claim handling, policy wording ambiguity, non-disclosure or misrepresentation, and others are the strongest complaint-theme signals in Insurance (excluding PPI). 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 (excluding PPI), including review disp precedent (appears in 0.5% of cases), review icobs precedent (appears in 0.5% of cases), and others.
- Leading complaint theme: Delay In Claim Handling
Representative cases
Recent published decisions in this slice
5 examples shown
DRN421569916 Sept 2021Not upheld
Amtrust Europe Limited · Insurance (excluding PPI)
Mr B, Mr W, Mr C, Mrs W, Mrs B and Mr C complain that Amtrust Europe Limited (“Amtrust”) unfairly declined a claim made under a warranty. To keep things simple, I’ll refer to the complainants collectively as “Mr B“ throughout, unless specified. And any reference to Amtrust includes its age... (5 pages)
View source decisionDRN715567810 Sept 2021Not upheld
Sesame Limited · Insurance (excluding PPI)
Mr F complains that he was mis-sold insurance by Sesame Limited. background Mr F was sold an income protection policy by Sesame. He said the policy was mis-sold because he was told it was compulsory to have alongside his mortgage back in 2001. He said the policy wasn’t needed because he al... (2 pages)
View source decisionDRN023570903 Sept 2021Upheld
AXA Insurance UK Plc · Insurance (excluding PPI)
Mrs F complains that AXA Insurance UK Plc (AXA) is liable for various costs under a storm claim she made in 2011. This includes legal costs she incurred in connection with the works carried out after the storm and items in storage. She also complains about other issues and argues that AXA ... (21 pages)
View source decisionDRN139565923 Aug 2021Not upheld
Aviva Insurance Limited · Insurance (excluding PPI)
Mr C has complained that Aviva Insurance Limited (‘Aviva’) unfairly declined his claim. background Mr C has a travel insurance policy through his bank account, underwritten by Aviva. Mr C had a trip booked to Japan from 22 December 2017 to 8 January 2018, via France. When Mr C got to Franc... (3 pages)
View source decisionDRN660592423 Aug 2021Not upheld
Ageas Insurance Limited · Insurance (excluding PPI)
J, a limited company, is unhappy with how Ageas Insurance Limited handled its claim under its business insurance policy following damage at its rented premises. background H (a sole trader), who is a ‘third party’ in law for the purpose of this case, had buildings insurance with Ageas to ... (13 pages)
View source decision