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Consumer, unable to work, entitled to benefits despite insurer’s decision
Decisions and case studies / Case studies
After developing a back condition, Gordon wasn't able to continue doing his job. But his insurer stopped paying his benefit when he failed a functional capacity test.
Published 28/03/2019 Last updated 11/07/2025
Self-employed consumer’s income protection complaint rejected under limitation of benefit provision
Decisions and case studies / Case studies
Phil claimed on his income protection policy when a repetitive strain injury meant he couldn't work as before, but a review of his accounts then stopped the benefit. We took a look to make sure the decision was fair.
Published 28/03/2019 Last updated 11/07/2025
Insurer reduces settlement offer because of pre-existing damage to van
Decisions and case studies / Case studies
When Ben’s van was written off, his insurer offered him less than he was expecting, so he asked us to investigate.
Published 28/03/2019 Last updated 11/07/2025
The Consumer Duty one year on: full speech from Abby Thomas
Data and insight / Our insight
Read the full speech, given by Abby Thomas at an FCA event to mark the first anniversary of the Consumer Duty.
Published 27/11/2024 Last updated 27/11/2024
Insight in depth: underinsurance, misrepresentation and non-disclosure
Data and insight / Our insight
We take a closer look at what we’re seeing in the complaints coming to us that involve the misrepresentation of information relating to people’s homes, belongings or vehicles.
Published 27/11/2024 Last updated 27/11/2024
Settlement offered without VAT after van was written off in an accident
Decisions and case studies / Case studies
Malcolm’s insurer offered him trade value for his van that had been written off, but they didn’t add VAT. He thought this was unfair, so he asked us to consider his complaint.
Published 28/03/2019 Last updated 11/07/2025
Caravan is stolen from a storage site, but insurer says security conditions have been breached
Decisions and case studies / Case studies
Ralph contacted us to complain when his insurer rejected his claim for his stolen caravan.
Published 05/04/2019 Last updated 11/07/2025
Lessons from the past, ambitions for the future: our 2019/20 complaints data analysis
Data and insight / Our insight
Commentary from our chief ombudsman and sector-by-sector insight into trends in complaints.
Published 27/11/2024 Last updated 27/11/2024
Financial Ombudsman Service warns of risks of getting insurance details wrong
News
The Financial Ombudsman Service is highlighting the problems people can face when they find that they are not fully insured for what they need.
Published 12/03/2020 Last updated 27/01/2021
Ombudsman News issue 150
News
Our 150th edition of Ombudsman News covers our recent complaints data, insight report and more.
Published 13/03/2020 Last updated 14/04/2021
