Overview

• The complaint alleges systemic problems including poor claims-handling, inappropriate sales practices, and weak application of existing rules.
• Which? cites FCA value measures showing about 63% acceptance for buildings-only home claims and around 80% for single-trip travel claims.
• An FCA spokesperson said recent reviews uncovered issues in claims handling and pledged to hold firms and senior managers accountable before responding to the super-complaint.
• The Association of British Insurers disputed the broad criticism, pointing to payouts of more than £1.7 billion on over 300,000 home claims in the first half of the year and £472 million on more than 500,000 travel claims last year.
• Which? highlighted consumer cases, including an Axa Partners dispute that was later apologised for and settled in full with compensation, and a Churchill case involving an exclusion for wear-and-tear on a burst pipe.