Insurance
If you have a complaint about an insurance company or claim, we can help. Find out more about the types of insurance complaints we deal with, and what we can do to help put things right.
Recent travel disruption
Many people in the UK have recently experienced travel disruption due to flight cancellation and delays. If you have experienced delay or disruption, you should first contact your travel provider, tour operator and/or airline.
You can find more information on our website about how to claim compensation, or a refund if your flight is cancelled. You can also read our approach to the complaints we see about cancelled flight and delays.
How we handle complaints about insurance
There are certain types of insurance many people need to have – like car insurance and buildings insurance. But other insurance policies are matters of choice – like private medical or dental insurance. We receive complaints from consumers about a range of insurance products.
We look at the facts and circumstances of each individual complaint. We listen impartially to both you and the business when deciding what’s fair and reasonable in the circumstances. We also take into account:
- the policy wording
- any relevant laws and regulations
- industry codes of conduct and best practice
- any relevant evidence like medical reports, photos, application and claims forms
Once we’ve considered everything, we’ll set out our findings, explaining whether we think the business has treated you fairly or not. If we think the business has treated you unfairly, we’ll set out what we think needs to be done to put things right.
Complaints we see
Find out more about the types of complaint we get about insurance, and how we might be able to help.
How to complain
Bringing a complaint to us is straightforward and won’t cost you anything. Find out more about how to complain and our complaint process.
How long it takes
It’s currently taking us longer than we’d like to allocate insurance complaints to a case handler for review. You’ll find the waiting times for the most common insurance complaints we see below:
- Business Interruption Insurance – up to 10 months
- Medical insurance and travel insurance – up to 8 months
- Pet insurance and mobile phone insurance – up to 6 months
- Motor insurance – up to 5 months
- Property insurance – up to 4 months
- Legal Expenses insurance – up to 4 months
We’re working hard to reduce the waiting times so you may hear from us sooner than this. If you’re facing financial hardship or severe ill health, please let us know.
Find out more about more when you can expect to hear from us once we’ve started to investigate your complaint.
Information about Covid-19
For guidance specifically about Covid-19, please look at our dedicated page that contains information about complaints in relation to Covid-19.