Year + product analysis

Insurance complaints in 2025

A curated public analysis of Insurance in 2025, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

8,040 published FOS decisions in Insurance during 2025, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

8,040

Decision volume in this year-product slice

Upheld rate

39.0%

3,137 upheld decisions

Latest published decision 31 Dec 2025

Published decisions

8,040

Decision volume in this year-product slice

Upheld rate

39.0%

3,137 upheld decisions

Leading firm

Aviva Insurance Limited

541 decisions

Leading complaint theme

Delay In Claim Handling

274 tagged decisions

Insurance in 2025

8,040 published decisions in the corpus sit in Insurance for 2025. 39.0% 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 541 published decisions.

  • 2025: 8,040 decisions, 39.0% upheld
  • Leading complaint theme: Delay In Claim Handling
  • Leading precedent signal: Cobs

Firm concentration and issue profile

Aviva Insurance Limited, Admiral Insurance (Gibraltar) Limited, U K Insurance Limited, and others are the firms most often associated with Insurance complaints in 2025. 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: 541 decisions, 31.6% upheld
  • Admiral Insurance (Gibraltar) Limited: 522 decisions, 46.0% upheld
  • U K Insurance Limited: 504 decisions, 31.6% upheld
  • AXA Insurance UK Plc: 301 decisions, 49.5% upheld
  • Royal & Sun Alliance Insurance Limited: 226 decisions, 38.5% 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-598827831 Dec 2025Upheld

Chaucer Insurance Company Designated Activity Company · Insurance

My final decision is that I uphold this complaint and I direct Chaucer Insurance Company Designated Activity Company to put things right as I’ve set out above. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr K and Mrs K to accept or reject my decision before 28 January 2026.

View source decision
DRN-574311930 Dec 2025Upheld

ActiveQuote Limited · Insurance

DRN-5743119 The complaint Mrs M is unhappy that ActiveQuote Limited mis-sold her a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. W... (2 pages)

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DRN-581178330 Dec 2025Not upheld

Liverpool Victoria Insurance Company Limited · Insurance

DRN-5811783 The complaint Ms K has complained about Liverpool Victoria Insurance Company Limited (LV). She isn’t happy that it recorded a claim on her policy and about her increase in premiums. What happened Ms K contacted LV as she was considering making a claim under her insurance pol... (2 pages)

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DRN-584055430 Dec 2025Upheld

SWITCH HEALTH LIMITED · Insurance

DRN-5840554 The complaint Mrs F complains that Switch Health Limited mis-sold her a private medical insurance policy. What happened Mrs F received advice from Switch Health Limited as her private medical insurance policy premiums had increased. She switched provider and took out a cheap... (2 pages)

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DRN-584704430 Dec 2025Upheld

Inter Partner Assistance SA · Insurance

DRN-5847044 The complaint Mr A has complained about the way Inter Partner Assistance SA (“IPA”) handled a claim he made under his Home Emergency policy. What happened On 7 November 2024 Mr A contacted IPA due to a problem with the hot water and central heating at his property. The next ... (3 pages)

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