Revealed: the insurance companies with the worst complaints record

CHUBB European Group and Stonebridge International have been shown up as two of the worst performing insurance companies when it comes to receiving complaints.

On average only 30% of general insurance complaints made between 1 July and 31 December 2017 were upheld in favour of the customer, showing their complaint was valid. But for Stonebridge this figure was at 61%, and Chubb performed even worse with 63% of complaints upheld.

Only three other companies had over half of complaints upheld – these were Telefonica (58%), Insurance Factory (53%) and British Gas Services (53%).

The figures have been released by the Financial Ombudsman Service, showing that in total Chubb received 32 general insurance complaints over the six-month period. Stonebridge received 40 general insurance complaints.

While these numbers are far less than other larger insurers like UK Insurance Ltd, part of the Direct Line group, with 1,387 general insurance complaints, only 22% of these were upheld.

The best performing insurers on this measure were found to be Legal and General (5% upheld) and Zurich Assurance (6% upheld).

A spokesperson for Stonebridge said: ”The number of Stonebridge customers who referred an issue to the Ombudsman in the period was extremely small. The percentage is based on a very small sample, in total there were 33 customers who had a decision overturned by the Ombudsman, which misrepresents the overall quality of service Stonebridge customers receive.”