We hosted a roundtable discussion on motor insurance last week led by Rachel Lam, Ombudsman Leader and Head of Practice for motor insurance. The aim was to share insight with insurers and brokers about the cases we’re seeing and our approach to complaint-handling.
To illustrate our approach and best practice in complaint-handling, we gave examples of cases we’d helped resolve. We also highlighted things for insurers to consider when handling a claim, to help them prevent complaints and unfairness.
The discussion focused on:
Rachel also outlined to insurers the issues highlighted in our recent blog that covers two areas where we see consumers significantly affected by vehicle theft claims, declined claims following theft by deception and declined claims that involve a vehicle that has been modified.
You can find our resources for handling complaints and ways we engage and support businesses, as well as our approach to resolving motor insurance complaints, in the links below.
20 September 2023
Welcome to the latest edition of Ombudsman News. In this edition we highlight our latest data, covering complaints about financial products and services between April and June 2023. We also share the progress of our extended trial to proactively settle complaints and tell you about the roles we’re recruiting for.
10 August 2023
Welcome to the latest edition of Ombudsman News. In this edition we highlight our recent blog on Section 75 and chargeback complaints, our updated guidance for financial businesses on bank account closures and a reminder of the Consumer Duty. You can also read about the help our Business Support Hub can provide.
2 December 2022
Welcome to the latest edition of Ombudsman News. In this edition we highlight our recent motor insurance event for insurers and brokers and our blog about issues we’re seeing in vehicle theft claims. We also share our Annual Report and Accounts for 2021/22 and our Future Funding Feedback Statement.
