Year + product analysis

Insurance complaints in 2024

A curated public analysis of Insurance in 2024, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

7,493 published FOS decisions in Insurance during 2024, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

7,493

Decision volume in this year-product slice

Upheld rate

47.3%

3,541 upheld decisions

Latest published decision 31 Dec 2024

Published decisions

7,493

Decision volume in this year-product slice

Upheld rate

47.3%

3,541 upheld decisions

Leading firm

U K Insurance Limited

475 decisions

Leading complaint theme

Delay In Claim Handling

284 tagged decisions

Insurance in 2024

7,493 published decisions in the corpus sit in Insurance for 2024. 47.3% 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 475 published decisions.

  • 2024: 7,493 decisions, 47.3% upheld
  • Leading complaint theme: Delay In Claim Handling
  • Leading precedent signal: Disp

Firm concentration and issue profile

U K Insurance Limited, Aviva Insurance Limited, Admiral Insurance (Gibraltar) Limited, and others are the firms most often associated with Insurance complaints in 2024. This gives a much tighter public view than the standalone year or product pages alone.

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

  • U K Insurance Limited: 475 decisions, 40.4% upheld
  • Aviva Insurance Limited: 445 decisions, 39.8% upheld
  • Admiral Insurance (Gibraltar) Limited: 429 decisions, 55.5% upheld
  • Royal & Sun Alliance Insurance Limited: 306 decisions, 46.1% upheld
  • AXA Insurance UK Plc: 301 decisions, 51.5% 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-504124231 Dec 2024Not upheld

The Royal London Mutual Insurance Society Limited · Insurance

DRN-5041242 The complaint J (a limited company) is the policyholder of a life and critical illness policy, underwritten by The Royal London Mutual Insurance Society Limited (‘the policy’). J is unhappy that The Royal London Mutual Insurance Society Limited didn’t consider a claim under... (2 pages)

View source decision
DRN-508409931 Dec 2024Upheld

Royal & Sun Alliance Insurance Limited · Insurance

DRN-5084099 The complaint Mr O’s complaint is about the handling of a claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) property owner’s insurance policy. Mr O says RSA treated him unfairly. What happened Mr O’s tenant made two claims against him; one for disrepair... (3 pages)

View source decision
DRN-510973631 Dec 2024Not upheld

HSB Engineering Insurance Limited · Insurance

DRN-5109736 The complaint L and D’s complaint is about a claim they made on their HSB Engineering Insurance Limited (‘HSB’) construction insurance policy, which HSB declined. L and D say that HSB treated them unfairly when declining their claim. L and D is helped by a representative in ... (3 pages)

View source decision
DRN-512856931 Dec 2024Not upheld

Domestic & General Insurance Plc · Insurance

DRN-5128569 The complaint Ms M is a sole trader. She complains that Domestic & General Insurance Plc (D&G) unfairly declined a claim for her faulty television under her Appliance Insurance. What happened The detailed background to this complaint is well known to both parties. So... (3 pages)

View source decision
DRN-512878631 Dec 2024Upheld

MS Amlin Insurance SE · Insurance

DRN-5128786 The complaint Mr L has complained that MS Amlin Insurance SE (‘MS Amlin’) offered to pay less than the insured amount in settlement of his claim following fire damage to his motorboat under his marine insurance policy.For the avoidance of doubt, the term ‘MS Amlin’ includes ... (6 pages)

View source decision