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#Direct Line has most #FOS complaints for #general insurance

By 2nd January 2018No Comments
Author: Ida Axling
Source: Insurance Age | 23 Feb 2016
Categories: Insurer
Tags: Financial Ombudsman Service | Direct Line | AgeasAviva | Axa | RSA | complaint handling | PPI | FOS
Ageas and Aviva come in second and third for the second half of 2015.
The Financial Ombudsman Service has published its complaints figures for the six months from July to December 2015.
Direct Line Group was revealed to be the most complained about firm in general insurance, excluding PPI, with the Ombudsman receiving 1,290 new cases.
Ageas came in second with 499 new cases, closely followed by Aviva which totalled 472 new general insurance complaints.
The top five for the six-month period was completed by RSA which received 432 new cases and Axa with 429 complaints from consumers dissatisfied with the company’s response to their complaint.
Insurance Age has previously reported that Direct Line received the most complaints for general insurance in the first half of 2015.
The figures showed that the Ombudsman took on a total of 164,347 new cases relating to insurers, banks and other financial businesses in the second half of 2015, which is a decrease of 6% from the previous period.
Complaints about payment protection insurance (PPI) made up 56% of new cases with 92,667 complaints which the Ombudsman said was about the same as in the previous six-month period.
Chief ombudsman Caroline Wayman said: “The financial services sector has been through a challenging and volatile period in the eight years since the ombudsman first began to publish data about individual financial businesses.
“Though it still makes sense to plan for uncertainty and change ahead, the signs are that complaints are now broadly levelling off as we move onto a more even keel in the coming year.”
Wayman further stated that PPI complaints “finally began to approach stable levels”.
She added: “There are many factors that can influence the complaints we see, from fluctuations in the stock market to extreme weather conditions – and more people knowing their rights when things go wrong.
“That’s why I believe it’s important that we continue to find new ways to work so we can resolve complaints quickly, while sharing our knowledge so businesses can avoid the ‘big claims issues’ of the past.”

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Tim Kelly

Tim is a highly qualified Independent Engineer with over 20 years experience as an Engineering Assessor of damaged vehicles.

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