MCE Insurance heads table of upheld complaints while Ageas shows up lowest rate among major insurers
Specialist motorcycle underwriter MCE is having more custromers complaints upheld than any other insurer/MGA, latest figures reveal.
Ageas had one of the lowest level of customers complaints upheld. The company was recently in a dispute over a rejected household fire claim.
The table rankings below show when a customer makes a complaint to an insurer/MGA, what percentage is upheld in their favour. The data is collected by the FCA and published every six months.
| Insurer/MGA | Upheld rate | |
|---|---|---|
| MCE Insurance Ltd | 88.8% | |
| Lloyd’s Bank GI Ltd | 73.1% | |
| Domestic and General Insurnace PLC | 70.5% | |
| UK Insurance (Direct Line Group) | 68.3% | |
| Aviva Insurance Ltd | 67.9% | |
| Zurich Insurance PLC | 66.5% | |
| L&G Insurance Ltd | 66.4% | |
| AXA Insurance UK PLC | 65.5% | |
| RSA Insurance PLC | 63% | |
| Towergate Underwriting Group Ltd | 62.4% | |
| LV Insurance Company Ltd | 58.3% | |
| Markerstudy Limited | 56.5% | |
| Covea Insurance PLC | 53.7% | |
| Allianz Insurance PLC | 50.6% | |
| Tesco Underwriting Ltd | 49.4% | |
| AIG Europe Ltd | 49.3% | |
| Esure Insurance Limited | 47,3% | |
| Hiscox Insurance Company Ltd | 45.3% | |
| Chubb European Group Ltd | 44.7% | |
| Ageas Insurance | 43.2% |
MCE Insurance, which recently revealed it was pulling out of Republic of Ireland due to Brexit concerns, had 88.8% of customer complaints upheld.
This applied to a total of 1,228 complaints which were closed between 1 June 2017 to 30 November 2017.
The total number represented an overall complaints ratio for MCE of 0.84%, and included 953 informal complaints closed within three days, 268 complaints closed over three days but within an eight week period, and seven complaints that took over eight weeks to close.
Simon French, commercial director with MCE, said: “Treating customers fairly is firmly rooted in all decision making within MCE. For transparency, we are happy to share our numerical complaints data which highlights our overall complaints ratio at 0.84%.”
The figure of 88.8% relates to the overall number of complaints received by MCE, and in the most recent reporting period of complaints received by the ombudsman, the figure was far lower, with only 14% upheld in favour of the customer.
French added: “We strive to always get it right for our customers, however mistakes do happen and when they do, we work hard to resolve the issues.”
On this measure the second highest percentage among general insurers was Supercover Insurance, who had 83% of complaints upheld based on data from 1 July 2017 to 31 December 2017.
Among those insurers featured in the Insurance Times top 50 insurers who upheld the highest number of complaints were Lloyds Banking Group’s General Insurance division at 73.1%, Domestic & General at 70.5%, and Direct Line Group’s UK Insurance at 68.3%.
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To read a full briefing report on insurers and brokers FOS complaints, including breakdown of complaint type click here
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