Analysis

Five years of ombudsman data exposes insurance’s biggest complaints

By 2025-04-02T07:00:00

complaints (6)

A five-year review of ombudsman complaints data reveals motor insurance continues to dominate complaints volumes, while travel insurance has the highest upheld rate of the major UKGI business lines

Nearly 200,000 insurance complaints have been referred to the Financial Ombudsman Service (FOS) over the last five years – a figure that lays bare the scale of consumer dissatisfaction still facing the insurance industry.

A five-year analysis of FOS complaints data by market intelligence firm Insurance DataLab, published exclusively by Insurance Times, found that the number of insurance complaints rose over the last three months of 2024 after three consecutive quarters of falling volumes.

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