Context
FOS has published its quarterly complaints data for Q1 2023/2024 (so April to June 2023).
Key points to note
- complaints relating to motor and buildings insurance have reached their highest level in five years
- in the first three months of this financial year (April-June 2023), FOS received 3,869 complaints about car/motorcycle insurance alongside 1,776 buildings insurance cases
- by comparison, in the first three months of 2019/20 the Financial Ombudsman received 2,626 complaints about car and motorcycle insurance, and 1,275 complaints about buildings insurance
- insurance claim delay complaints feature as an ‘insight’ item – showing significant increases in the numbers of claims delay complaints in relation to buildings insurance claims, and car and motorcycle claims:
Building Insurance
Q1 2021/22 – 222
Q1 2022/23 – 351
Q1 2023/24 – 503
Car and Motorcycle Insurance
Q1 2021/22 – 184
Q1 2022/23 – 429
Q1 2023/24 – 829
- Travel insurance complaints have doubled in a year – increasing from 504 complaints in the first quarter of 2022/23 to 1,101 in the same quarter this year. The highest Q1 figure for travel insurance complaints in more than a decade.
Next actions
None – for information and awareness.