Year + product analysis

Insurance complaints in 2021

A curated public analysis of Insurance in 2021, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

10,419 published FOS decisions in Insurance during 2021, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

10,419

Decision volume in this year-product slice

Upheld rate

28.4%

2,958 upheld decisions

Latest published decision 31 Dec 2021

Published decisions

10,419

Decision volume in this year-product slice

Upheld rate

28.4%

2,958 upheld decisions

Leading firm

U K Insurance Limited

571 decisions

Leading complaint theme

Non-disclosure Or Misrepresentation

1,157 tagged decisions

Insurance in 2021

10,419 published decisions in the corpus sit in Insurance for 2021. 28.4% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

U K Insurance Limited is the most visible firm inside this year-product slice, with 571 published decisions.

  • 2021: 10,419 decisions, 28.4% upheld
  • Leading complaint theme: Non-disclosure Or Misrepresentation
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

U K Insurance Limited, Aviva Insurance Limited, Bank of Scotland Plc, and others are the firms most often associated with Insurance complaints in 2021. This gives a much tighter public view than the standalone year or product pages alone.

non-disclosure or misrepresentation, delay in claim handling, affordability assessment failure, and others are the strongest complaint-theme signals in this year-product combination.

  • U K Insurance Limited: 571 decisions, 30.3% upheld
  • Aviva Insurance Limited: 534 decisions, 30.9% upheld
  • Bank of Scotland Plc: 460 decisions, 8.3% upheld
  • Lloyds Bank PLC: 434 decisions, 7.4% upheld
  • AXA Insurance UK Plc: 380 decisions, 35.8% upheld

Handling implications and precedent context

The advisory layer for Insurance points to recurring handling implications here, including review consumer credit act 1974 precedent (appears in 1.3% of cases), review section 140a cca precedent (appears in 1.1% of cases), review disp precedent (appears in 0.3% of cases), and others.

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

  • Leading complaint theme: Non-disclosure Or Misrepresentation

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-302179031 Dec 2021Not upheld

The National Farmers' Union Mutual Insurance Society Limited · Insurance

DRN-3021790 The complaint Ms T, as a sole trader, complains about the decision to decline her business interruption insurance claim made by The National Farmers' Union Mutual Insurance Society Limited. Ms T’s claim relates to losses incurred following the COVID-19 pandemic. What happe... (3 pages)

View source decision
DRN-303166031 Dec 2021Not upheld

Lloyds Bank PLC · Insurance

DRN-3031660 The complaint This is a complaint that Lloyds Bank PLC mis-sold Mr and Mrs G payment protection insurance (PPI). What happened This complaint is about a monthly premium PPI policy taken out with a mortgage in 2008. This was a further advance used to consolidate debts. Mr and Mr... (2 pages)

View source decision
DRN-306303131 Dec 2021Not upheld

AXA Insurance UK Plc · Insurance

DRN-3063031 The complaint Company W has complained about AXA Insurance UK Plc. It isn’t happy that AXA turned down a claim under its agricultural vehicle insurance policy. For ease of reading any reference to AXA includes its agents. What happened Company W had an agricultural vehicle insu... (2 pages)

View source decision
DRN-312510031 Dec 2021Not upheld

Royal & Sun Alliance Insurance Limited · Insurance

DRN-3125100 The complaint F complains about the decision of Royal & Sun Alliance Insurance Limited to decline its business interruption insurance claim for losses arising out of the COVID-19 pandemic. What happened F held a commercial insurance policy underwritten by Royal & Sun Al... (3 pages)

View source decision
DRN-317092731 Dec 2021Upheld

Society of Lloyd's · Insurance

DRN-3170927 The complaint O complains about the administration of its business interruption insurance claim by Society of Lloyd’s. What happened O held a commercial insurance policy underwritten by Society of Lloyd’s. For ease, whenever I refer to Society of Lloyd’s or Lloyd’s this will in... (2 pages)

View source decision