Year + product analysis

Insurance (excluding PPI) complaints in 2017

A curated public analysis of Insurance (excluding PPI) in 2017, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

5,908 published FOS decisions in Insurance (excluding PPI) during 2017, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

5,908

Decision volume in this year-product slice

Upheld rate

32.0%

1,893 upheld decisions

Latest published decision 28 Dec 2017

Published decisions

5,908

Decision volume in this year-product slice

Upheld rate

32.0%

1,893 upheld decisions

Leading firm

UK Insurance Limited

491 decisions

Leading complaint theme

Delay In Claim Handling

1,090 tagged decisions

Insurance (excluding PPI) in 2017

5,908 published decisions in the corpus sit in Insurance (excluding PPI) for 2017. 32.0% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

UK Insurance Limited is the most visible firm inside this year-product slice, with 491 published decisions.

  • 2017: 5,908 decisions, 32.0% upheld
  • Leading complaint theme: Delay In Claim Handling
  • Leading precedent signal: Disp

Firm concentration and issue profile

UK Insurance Limited, Ageas Insurance Limited, Royal & Sun Alliance Insurance Plc, and others are the firms most often associated with Insurance (excluding PPI) complaints in 2017. This gives a much tighter public view than the standalone year or product pages alone.

delay in claim handling, policy wording ambiguity, non-disclosure or misrepresentation, and others are the strongest complaint-theme signals in this year-product combination.

  • UK Insurance Limited: 491 decisions, 27.1% upheld
  • Ageas Insurance Limited: 275 decisions, 35.6% upheld
  • Royal & Sun Alliance Insurance Plc: 263 decisions, 29.7% upheld
  • Aviva Insurance Limited: 243 decisions, 28.8% upheld
  • AXA Insurance UK Plc: 196 decisions, 31.6% upheld

Handling implications and precedent context

The advisory layer for Insurance (excluding PPI) points to recurring handling implications here, including review disp precedent (appears in 0.5% of cases), review icobs precedent (appears in 0.5% of cases), review insurance act 2015 precedent (appears in 0.2% of cases), and others.

There is no strong “what loses” signal exposed for this product at the current advisory granularity.

  • Leading complaint theme: Delay In Claim Handling

Representative cases

Recent published decisions in this slice

5 examples shown

DRN056294428 Dec 2017Upheld

esure Insurance Limited · Insurance (excluding PPI)

Miss B complains about the valuation esure Insurance Limited placed on her car under her motor insurance policy. She wants it to increase its settlement offer.backgroundMiss B’s car was damaged in a road traffic accident and esure deemed it to be beyond economical r... (2 pages)

View source decision
DRN064840828 Dec 2017Not upheld

The National Farmers' Union Mutual Insurance Society Limited · Insurance (excluding PPI)

Mr C complains a roadside recovery agent appointed by The National Farmers’ Union Mutual Insurance Society Limited (NFU Mutual) incorrectly told him that his car battery needed to be replaced.backgroundMr C had a motor insurance policy with NFU Mutual which included road... (2 pages)

View source decision
DRN137830228 Dec 2017Not upheld

Ageas Insurance Limited · Insurance (excluding PPI)

Mr H complains Ageas Insurance Limited made false allegations about him in a letter, in relation to his behaviour during visits at his home. backgroundMr H suffered a leak causing damage to his property, so he made a claim on his home insurance policy – which is und... (4 pages)

View source decision
DRN193217028 Dec 2017Not upheld

AXA Insurance UK Plc · Insurance (excluding PPI)

Mr F and Mrs F complain that AXA Insurance UK Plc provided poor service when they made a claim on their travel insurance policy and didn’t give them enough compensation for it.backgroundMr F had a heart attack in May 2017 whilst abroad. He was admitted to a pub... (3 pages)

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DRN313910428 Dec 2017Upheld

Union Reiseversicherung AG · Insurance (excluding PPI)

Mr and Mrs T complain that Union Reiseversicherung AG (Union) declined Dr T’s claim for medical expenses.Mr and Mrs T are being represented on this complaint by a family member who I shall refer to as Mr T. backgroundMr and Mrs T went on holiday abroad in mid-20... (4 pages)

View source decision