The FOS received 3,869 complaints about car and motorcycle insurance, alongside 1,776 buildings insurance cases
Abby Thomas, FOS chief ombudsman, said: “Whether it’s your car, your holiday or your home, having the right insurance is fundamental and should offer people the peace of mind that, when things go wrong, they’re protected.
“Where these complaints are driven by insurers delaying paying out on claims that’s unacceptable. We expect insurers – as well as other businesses – to treat their customers fairly and in a timely manner. “If consumers don’t feel they’ve been treated fairly by a financial business, they should contact our free, independent service and we’ll investigate their complaint.”
Rocio Concha, from consumer group Which?, said: “While the Financial Conduct Authority’s new Consumer Duty should help to make firms raise their game when it comes to providing adequate customer service, insurers have been subject to higher standards for almost two years.– and the regulator must be ready to take tough action.”
The Association of British Insurers said it is concerned and will work with members and the FOS to understand where improvements can be made.
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