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25 October 2024

Most Complained About Business Lines Revealed as Complaints Volumes Fall 

The latest analysis of regulatory complaints data from the FCA for the first half of 2024 paints a picture of improvement, with overall complaints volumes down 4.2% compared to the same period in 2023.

Insurers handled a total of 764,524 complaints in the first six months of 2024, down from 797,864 in H1 2023. However, the total redress paid by insurers rose marginally to £62.3m, compared to £62.2m during the same period last year. 

This brings the average redress payment to £81.42 for the first half of 2024 – 6.0% higher than the £76.81 average recorded in H1 2023. Despite this increase, the average redress remains significantly below its peak of £112.07 in H1 2022, although it continues to sit above pre-pandemic levels. 

Motor Most Complained About 

Motor and transport insurance continues to be the most complained about product line in UKGI, receiving a total of 276,794 complaints over the first half of 2024. This represents a slight decrease of 0.4% from the 278,034 complaints recorded in the same period last year. 

Motor insurance alone accounted for more than twice the number of complaints received by any other business line. Property insurance ranked second, with 100,248 complaints, up 8.9% from the previous year. 

Five business lines experienced rising complaints, with medical and health insurance leading the way. This sector saw a 12.4% increase in complaints, totalling 95,886, making it the third most complained about insurance product in the UK. 

A Explore This Data on Our Market Intelligence Platform 

All of this detailed complaints data is now available on our market intelligence platform, including additional insights such as complaints volumes per 1,000 policies and upheld rates, broken down by insurer. Request a free 7-day trial of our platform to explore this data for yourself. 

Our platform offers a wealth of additional datasets, including underwriting results and solvency positions for UK, Gibraltar, and Ireland-regulated non-life insurers, as well as financial results for brokers and MGAs. You can also explore FOS complaints data, customer experience scores, and Trustpilot review data. 

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