Year + product analysis

Insurance complaints in 2023

A curated public analysis of Insurance in 2023, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

7,878 published FOS decisions in Insurance during 2023, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

7,878

Decision volume in this year-product slice

Upheld rate

46.6%

3,671 upheld decisions

Latest published decision 31 Dec 2023

Published decisions

7,878

Decision volume in this year-product slice

Upheld rate

46.6%

3,671 upheld decisions

Leading firm

Admiral Insurance (Gibraltar) Limited

449 decisions

Leading complaint theme

Delay In Claim Handling

327 tagged decisions

Insurance in 2023

7,878 published decisions in the corpus sit in Insurance for 2023. 46.6% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Admiral Insurance (Gibraltar) Limited is the most visible firm inside this year-product slice, with 449 published decisions.

  • 2023: 7,878 decisions, 46.6% upheld
  • Leading complaint theme: Delay In Claim Handling
  • Leading precedent signal: Disp

Firm concentration and issue profile

Admiral Insurance (Gibraltar) Limited, U K Insurance Limited, Aviva Insurance Limited, and others are the firms most often associated with Insurance complaints in 2023. This gives a much tighter public view than the standalone year or product pages alone.

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

  • Admiral Insurance (Gibraltar) Limited: 449 decisions, 55.0% upheld
  • U K Insurance Limited: 438 decisions, 41.3% upheld
  • Aviva Insurance Limited: 436 decisions, 33.5% upheld
  • Royal & Sun Alliance Insurance Limited: 391 decisions, 44.8% upheld
  • AXA Insurance UK Plc: 314 decisions, 43.6% 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-425215031 Dec 2023Upheld

QIC Europe Ltd · Insurance

DRN-4252150 The complaint Mr J complains about QIC Europe Ltd’s (“QIC”) decision not to consider his claim further under his home insurance policy. He also complains about their delay when initially handling the claim and about them not preventing his laptop from being disposed of by their... (5 pages)

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DRN-449767831 Dec 2023Upheld

Admiral Insurance (Gibraltar) Limited · Insurance

DRN-4497678 The complaint Mr T complains about the service received from Admiral Insurance (Gibraltar) Limited (“Admiral”) following a breakdown and a claim made against his roadside assistance insurance policy. What happened Mr T says, following a breakdown, he called Admiral to claim und... (3 pages)

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DRN-421144229 Dec 2023Upheld

HSBC Life (UK) Limited · Insurance

DRN-4211442 The complaint Miss R is unhappy HSBC Life (UK) Limited continued to decline her claim following additional medical evidence. What happened Miss R has a history of illness. She became absent from work in July 2020 due to anxiety and stress and made a claim on her income protecti... (3 pages)

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DRN-440587929 Dec 2023Upheld

Great Lakes Insurance SE · Insurance

DRN-4405879 The complaint Mrs C complains Great Lakes Insurance SE provided a poor level of service and caused delays and distress following her fracturing her leg abroad. In this decision my references to Great Lakes shall include its agents. What happened Mrs C held a travel insurance po... (4 pages)

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DRN-440616329 Dec 2023Not upheld

Amtrust Europe Limited · Insurance

DRN-4406163 The complaint Company T has complained about Amtrust Europe Limited. It isn’t happy that Amtrust wouldn’t deal with a claim under its legal expenses insurance policy. For ease of reading any reference to Amtrust includes their agents. What happened T made a claim under its lega... (2 pages)

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