Year + product analysis

Insurance complaints in 2022

A curated public analysis of Insurance in 2022, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

7,749 published FOS decisions in Insurance during 2022, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

7,749

Decision volume in this year-product slice

Upheld rate

34.9%

2,701 upheld decisions

Latest published decision 31 Dec 2022

Published decisions

7,749

Decision volume in this year-product slice

Upheld rate

34.9%

2,701 upheld decisions

Leading firm

Aviva Insurance Limited

473 decisions

Leading complaint theme

Delay In Claim Handling

262 tagged decisions

Insurance in 2022

7,749 published decisions in the corpus sit in Insurance for 2022. 34.9% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Aviva Insurance Limited is the most visible firm inside this year-product slice, with 473 published decisions.

  • 2022: 7,749 decisions, 34.9% upheld
  • Leading complaint theme: Delay In Claim Handling
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

Aviva Insurance Limited, U K Insurance Limited, Royal & Sun Alliance Insurance Limited, and others are the firms most often associated with Insurance complaints in 2022. This gives a much tighter public view than the standalone year or product pages alone.

delay in claim handling, non-disclosure or misrepresentation, fraud or scam concern, and others are the strongest complaint-theme signals in this year-product combination.

  • Aviva Insurance Limited: 473 decisions, 35.9% upheld
  • U K Insurance Limited: 452 decisions, 31.0% upheld
  • Royal & Sun Alliance Insurance Limited: 395 decisions, 34.2% upheld
  • AXA Insurance UK Plc: 321 decisions, 37.4% upheld
  • Ageas Insurance Limited: 216 decisions, 37.0% 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: Delay In Claim Handling

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-381122231 Dec 2022Upheld

Casualty & General Insurance Company (Europe) Ltd · Insurance

DRN-3811222 The complaint Mr and Mrs C have complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined their claims for treatment of their dog on the ground that the conditions claimed for were pre-existing and are therefore excluded by their policy. W... (3 pages)

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DRN-332796530 Dec 2022Not upheld

Phoenix Life Limited · Insurance

DRN-3327965 The complaint Mrs C is unhappy Phoenix Life Limited won’t extend her policy in line with the increase in retirement age. Phoenix Life are responsible for this complaint following a transfer of business with the previous provider. What happened In 1987 Mrs C took out a policy th... (2 pages)

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DRN-366556130 Dec 2022Not upheld

Lloyds Bank PLC · Insurance

DRN-3665561 The complaint Mrs P and the estate of the late Mr P have complained that Lloyds Bank PLC mis-sold them a mortgage payment protection insurance (PPI) policy in 2000. What happened Mr and Mrs P first started talking to Lloyds about taking out a mortgage in 2000 and I’ve seen a mo... (3 pages)

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DRN-381314830 Dec 2022Not upheld

Inter Partner Assistance SA · Insurance

DRN-3813148 The complaint Mr V has complained that Inter Partner Assistance SA refused his claim for key cover as an add on product under his motor insurance policy. All reference to the underwriter of key cover in my decision includes its agents. What happened Mr V says he called Inter to... (2 pages)

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DRN-387643130 Dec 2022Not upheld

Liverpool Victoria Insurance Company Limited · Insurance

DRN-3876431 The complaint Mr D is unhappy that Liverpool Victoria Insurance Company Limited (“LV”) declined a claim on his motor insurance policy for the theft of his vehicle. What happened In March 2022, Mr D’s daughter took his keys and went to his vehicle to get her bag – but, having re... (2 pages)

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