Published decisions
5,727
Decision volume in this year-product slice
Year + product analysis
Insurance (excluding PPI) complaints in 2019
A curated public analysis of Insurance (excluding PPI) in 2019, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
5,727 published FOS decisions in Insurance (excluding PPI) during 2019, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
5,727
Decision volume in this year-product slice
Upheld rate
35.0%
2,006 upheld decisions
Latest published decision 31 Dec 2019
Upheld rate
35.0%
2,006 upheld decisions
Leading firm
UK Insurance Limited
476 decisions
Leading complaint theme
Delay In Claim Handling
1,187 tagged decisions
Insurance (excluding PPI) in 2019
5,727 published decisions in the corpus sit in Insurance (excluding PPI) for 2019. 35.0% 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 476 published decisions.
- 2019: 5,727 decisions, 35.0% upheld
- Leading complaint theme: Delay In Claim Handling
- Leading precedent signal: Icobs
Firm concentration and issue profile
UK Insurance Limited, Aviva Insurance Limited, AXA Insurance UK Plc, and others are the firms most often associated with Insurance (excluding PPI) complaints in 2019. 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: 476 decisions, 31.7% upheld
- Aviva Insurance Limited: 316 decisions, 18.4% upheld
- AXA Insurance UK Plc: 259 decisions, 35.9% upheld
- Royal & Sun Alliance Insurance Plc: 253 decisions, 34.8% upheld
- British Gas Insurance Limited: 250 decisions, 53.2% 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
DRN020018431 Dec 2019Not upheld
Aviva Insurance Limited · Insurance (excluding PPI)
Mr K’s unhappy that Aviva Insurance Limited didn’t provide a courtesy car when he made a claim on his motor insurance policy and he thinks its offer of £15 a day loss of use isn’t enough.backgroundAviva said in its final response that it only used one company for the provision of hire cars... (1 page)
View source decisionDRN024611831 Dec 2019Not upheld
Great Lakes Insurance SE · Insurance (excluding PPI)
Miss C complains about the way Great Lakes dealt with a claim she made under the mobilephone insurance policy she held with it.backgroundMiss C made an accidental damage claim under her mobile phone insurance and her phonewas sent off to be repaired.When Miss C’s phone was returned to her ... (2 pages)
View source decisionDRN213998731 Dec 2019Not upheld
British Gas Insurance Limited · Insurance (excluding PPI)
Mr M complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold that compa... (2 pages)
View source decisionDRN256097931 Dec 2019Not upheld
UK Insurance Limited · Insurance (excluding PPI)
Ms Y complains about the way U K Insurance Limited (“UKI”) handled a claim under her car insurance policy. backgroundIn May 2017, Ms Y was involved in a car accident and made a claim to UKI under her insurance policy. She says UKI has caused unnecessary delays in repairing her car; failed ... (3 pages)
View source decisionDRN356145731 Dec 2019Not upheld
BISL Limited · Insurance (excluding PPI)
Mr B has complained about BISL Limited’s (BISL) service in connection with his motor insurance policies.Reference to BISL includes its agents.background BISL arranged insurance, branded with the name of a well-known motoring organisation, for Mr B. Mr B contacted BISL before the policy was... (3 pages)
View source decision