General insurance
What happens when people claim?
Official FCA evidence on claims acceptance, complaint frequency and average payouts. Products stay separate because motor, home, travel and pet insurance are not meaningful peers.
Motor insurance
Claims outcomes reported for private motor insurance legal entities.
1 product definitionHome insurance
Compare combined, buildings-only and contents-only home insurance separately.
3 product definitionsTravel insurance
Annual European, annual worldwide and standalone single-trip products remain separate.
3 product definitionsPet insurance
Lifetime, maximum-benefit, time-limited and accident-only policies are not treated as equivalents.
4 product definitionsInsurance complaints
Compare all insurance and protection reporters
This table uses the separate FCA firm-level complaints dataset. It is broader than the product-specific claims evidence above.
Showing 163 of 163 current FCA reporters
| Legal reporting company | Complaints per 1,000 accounts or policies | Complaints per 1,000 products sold or arranged | Closed within 3 days | Closed within 8 weeks | Complaints upheld | Company file |
|---|---|---|---|---|---|---|
| Accredited Insurance (Europe) Ltd | 1.57 | 2.88 | 24.05% | 98.05% | 37.64% | Open |
| Acm Ulr Limited | 13.04 | Not published | 19.58% | 95.66% | 58.45% | Open |
| ACORN INSURANCE AND FINANCIAL SERVICES LIMITED | 1.15 | 1.08 | 42.78% | 99.87% | 47.23% | Open |
| Acromas Insurance Company Limited | 0.69 | Not published | 33.07% | 98.20% | 49.75% | Open |
| Adrian Flux Insurance Services Group | 2.71 | Not published | 94.00% | 99.84% | 21.40% | Open |
| Advisory Insurance Brokers Limited | Not published | 1.99 | 16.84% | 93.44% | 65.42% | Open |
| Ageas Insurance Limited | 1.03 | Not published | 29.11% | 93.69% | 54.16% | Open |
| Ageas Retail Limited | 1.34 | Not published | 48.87% | 99.66% | 51.13% | Open |
| Aioi Nissay Dowa Insurance UK Limited | 5.07 | Not published | 26.92% | 98.80% | 46.76% | Open |
| Allianz Insurance Plc | 0.56 | Not published | 22.88% | 98.37% | 57.25% | Open |
| AMERICAN EXPRESS SERVICES EUROPE LIMITED | 0.03 | 25.80 | 1.28% | 94.87% | 8.97% | Open |
| AMERICAN INTERNATIONAL GROUP UK LIMITED | 0.20 | Not published | 18.08% | 99.13% | 53.18% | Open |
| AmTrust Specialty Limited | 0.36 | 0.67 | 8.63% | 91.88% | 50.25% | Open |
| ANIMAL FRIENDS INSURANCE SERVICES LIMITED | Not published | 26.02 | 20.78% | 99.88% | 56.31% | Open |
| Antares Insurance Company Limited | 3.29 | 4.70 | 22.22% | 98.99% | 51.52% | Open |
| ARAG Legal Expenses Insurance Company Limited | 0.31 | 0.66 | 24.27% | 95.42% | 53.26% | Open |
| Arthur J. Gallagher Insurance Brokers Limited | Not published | 2.13 | 33.17% | 97.91% | 61.95% | Open |
| Assurant General Insurance Limited | 1.18 | Not published | 65.00% | 99.08% | 46.07% | Open |
| Astrenska Insurance Limited | 0.52 | 0.47 | 15.99% | 96.98% | 56.10% | Open |
| Asurion Europe Limited | 2.24 | Not published | 38.00% | 100.00% | 17.19% | Open |
| Atlanta Insurance Intermediaries Limited | 4.22 | 7.62 | 76.27% | 99.78% | 43.65% | Open |
| Automobile Association Insurance Services Limited | Not published | 3.27 | 56.81% | 94.72% | 41.72% | Open |
| Avantia Insurance Limited | 3.17 | Not published | 79.71% | 99.91% | 38.93% | Open |
| Aviva Health UK Limited | Not published | 7.51 | 49.37% | 96.86% | 27.04% | Open |
| Aviva Insurance Limited | 2.72 | Not published | 43.49% | 97.67% | 56.27% | Open |
| Aviva Life Services UK Limited | 1.22 | Not published | 22.55% | 89.48% | 58.83% | Open |
| Aviva Protection UK Limited | 0.62 | Not published | 12.75% | 85.39% | 49.86% | Open |
| AWP Assistance UK Ltd | 0.63 | 1.00 | 15.46% | 99.53% | 79.70% | Open |
| AWP P&C S.A. | 0.41 | 0.65 | 10.73% | 98.22% | 35.85% | Open |
| AXA Insurance Designated Activity Company | 7.52 | 13.98 | 84.47% | 96.63% | 56.84% | Open |
| AXA Insurance UK Plc | 4.77 | Not published | 31.17% | 94.61% | 58.71% | Open |
| AXA PPP Healthcare Limited | 12.25 | Not published | 50.99% | 98.48% | 54.60% | Open |
| Bank of Ireland (UK) Plc | Not published | Not published | Not published | Not published | Not published | Open |
| Bank of Scotland plc | 0.27 | Not published | 29.65% | 96.51% | 23.84% | Open |
| Barclays Bank Plc | Not published | Not published | Not published | Not published | 100.00% | Open |
| Barclays Bank UK PLC | 0.68 | Not published | 38.41% | 90.07% | 20.53% | Open |
| BISL Limited | 5.23 | 9.56 | 68.00% | 99.37% | 45.72% | Open |
| British Gas Services Limited | 9.18 | Not published | 68.79% | 96.29% | 93.07% | Open |
| BUPA Insurance Services Limited | 8.17 | Not published | 58.12% | 99.74% | 57.13% | Open |
| CALL ASSIST LIMITED | Not published | 8.23 | 24.59% | 99.73% | 37.84% | Open |
| Canada Life Limited | 0.07 | Not published | 28.26% | 90.22% | 58.15% | Open |
| Capital One (Europe) plc | 0.01 | Not published | 7.41% | 66.67% | 14.81% | Open |
| Car Care Plan Limited | 1.16 | Not published | 49.27% | 100.00% | 23.34% | Open |
| Carfinance247 Limited | Not published | Not published | 9.13% | 99.51% | 34.62% | Open |
| Carmoola Limited | Not published | Not published | Not published | Not published | Not published | Open |
| CAROLE NASH INSURANCE CONSULTANTS LIMITED | 5.38 | 9.09 | 74.97% | 99.96% | 44.02% | Open |
| Castelan Limited | 0.36 | 3.02 | 26.31% | 93.69% | 45.77% | Open |
| Casualty & General Insurance Company (Europe) Ltd | 7.22 | Not published | 8.49% | 86.77% | 38.59% | Open |
| Chubb European Group SE | Not published | Not published | 17.59% | 95.74% | 64.27% | Open |
| Close Brothers Limited | Not published | Not published | 80.00% | 100.00% | 60.00% | Open |
| Clydesdale Bank Plc | 0.19 | Not published | 30.00% | 80.00% | 55.00% | Open |
| Cofunds Limited | Not published | Not published | Not published | Not published | Not published | Open |
| Complete Cover Group Ltd | 17.64 | 44.07 | 48.15% | 100.00% | 41.92% | Open |
| Connells Limited | Not published | 3.71 | 6.15% | 100.00% | 28.46% | Open |
| Countrywide Assured Plc | 2.39 | Not published | 14.81% | 81.07% | 37.04% | Open |
| Coutts & Company | 0.84 | Not published | 23.08% | 92.31% | 23.08% | Open |
| Covea Insurance plc | 1.79 | 3.17 | 17.92% | 93.83% | 49.27% | Open |
| Coventry Building Society | Not published | Not published | 0.00% | 100.00% | 100.00% | Open |
| Domestic & General Insurance Plc | 4.57 | Not published | 74.95% | 98.87% | 52.22% | Open |
| EBS Pensions Limited | Not published | Not published | Not published | Not published | Not published | Open |
| Embark Investment Services Limited | Not published | Not published | Not published | Not published | Not published | Open |
| Embark Services Limited | Not published | Not published | Not published | Not published | Not published | Open |
| ERGO TRAVEL INSURANCE SERVICES LTD | 4.01 | 1.29 | 14.49% | 92.70% | 62.39% | Open |
| esure Insurance Limited | 2.62 | Not published | 44.54% | 95.16% | 70.24% | Open |
| EUI Limited | 3.47 | Not published | 47.57% | 93.58% | 63.86% | Open |
| Eversure Limited | 1.31 | 2.10 | 28.10% | 98.19% | 11.93% | Open |
| Evolution Insurance Company Limited | 0.81 | Not published | 38.69% | 92.92% | 26.60% | Open |
| Exeter Friendly Society Limited | 6.93 | 130.45 | 86.29% | 99.81% | 15.81% | Open |
| Experian Limited | Not published | Not published | 0.00% | 100.00% | 0.00% | Open |
| Extracover Limited | 0.16 | 0.16 | 40.67% | 100.00% | 28.89% | Open |
| FCE Bank Plc | Not published | Not published | Not published | Not published | Not published | Open |
| First Central Insurance Management Limited | 6.26 | Not published | 55.50% | 97.81% | 42.36% | Open |
| FirstRand Bank Limited | Not published | Not published | 11.11% | 72.22% | 0.00% | Open |
| Forester Life Limited | 0.98 | Not published | 36.11% | 100.00% | 30.56% | Open |
| Fortegra Europe Insurance Company Ltd | 1.10 | 11.15 | 19.43% | 95.80% | 56.11% | Open |
| Halifax Share Dealing Limited | Not published | Not published | Not published | Not published | Not published | Open |
| Hastings Insurance Services Limited | Not published | 7.80 | 28.50% | 97.08% | 52.04% | Open |
| HBOS Investment Fund Managers Limited | Not published | Not published | Not published | Not published | Not published | Open |
| HELVETIA GLOBAL SOLUTIONS LTD | 0.45 | Not published | 8.79% | 98.45% | 51.09% | Open |
| Highway Insurance Company Limited | 0.86 | Not published | 25.61% | 82.71% | 47.31% | Open |
| Homeserve Membership Limited | Not published | 3.67 | 80.97% | 99.44% | 25.72% | Open |
| Hood Travel Limited | 1.81 | 2.96 | 38.08% | 98.89% | 17.20% | Open |
| Howserv Limited | 4.27 | 5.64 | 31.91% | 99.33% | 43.68% | Open |
| HSBC UK Bank Plc | 0.05 | Not published | 18.44% | 96.00% | 55.33% | Open |
| I Go 4 Ltd. | 2.78 | 4.84 | 54.12% | 99.68% | 46.83% | Open |
| INSURANCE FACTORY LIMITED | 3.98 | 8.58 | 51.55% | 99.85% | 40.25% | Open |
| INTACT INSURANCE UK LIMITED | 2.01 | Not published | 36.06% | 91.67% | 56.46% | Open |
| Inter Partner Assistance SA | 1.45 | 1.55 | 25.86% | 97.62% | 74.10% | Open |
| LeasePlan UK Limited | Not published | Not published | 14.29% | 76.19% | 76.19% | Open |
| Legal and General Assurance Society Limited | 0.66 | Not published | 44.48% | 97.33% | 39.25% | Open |
| Lexham Insurance Consultants Limited | 6.01 | 8.30 | 16.86% | 98.68% | 32.89% | Open |
| Liverpool Victoria Financial Services Limited | 1.31 | Not published | 59.11% | 98.65% | 58.15% | Open |
| Liverpool Victoria Insurance Company Limited | 2.87 | Not published | 36.11% | 84.27% | 55.86% | Open |
| Lloyds Bank General Insurance Limited | 2.17 | Not published | 25.86% | 92.74% | 78.24% | Open |
| Lloyds Bank PLC | 0.45 | Not published | 30.49% | 95.74% | 17.70% | Open |
| LONDON & COUNTRY MORTGAGES LIMITED | Not published | 4.51 | 13.04% | 97.82% | 58.70% | Open |
| ManyPets Ltd | 8.36 | 14.73 | 6.53% | 97.99% | 71.98% | Open |
| MARKS AND SPENCER FINANCIAL SERVICES PLC | 0.13 | Not published | 66.00% | 100.00% | 67.00% | Open |
| Marshmallow Financial Services Ltd | 17.51 | 26.14 | 16.29% | 93.97% | 56.77% | Open |
| MBNA Limited | Not published | Not published | 9.09% | 31.82% | 9.09% | Open |
| MetLife Europe d.a.c. | 2.38 | Not published | 7.05% | 83.55% | 56.95% | Open |
| Millennium Insurance Company Limited | 0.98 | Not published | 26.50% | 97.64% | 50.45% | Open |
| Monzo Bank Ltd | Not published | 0.84 | 15.79% | 94.74% | 68.42% | Open |
| MotoNovo Finance Limited | Not published | Not published | 5.56% | 88.89% | 0.00% | Open |
| MUNICH RE DIGITAL PARTNERS LIMITED | 53.54 | 112.68 | 65.28% | 96.66% | 10.82% | Open |
| National House-Building Council | 0.51 | Not published | 4.27% | 100.00% | 43.91% | Open |
| NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY | Not published | 0.54 | 9.88% | 87.66% | 8.64% | Open |
| Nationwide Building Society | Not published | 3.82 | 34.29% | 100.00% | 35.00% | Open |
| Newcastle Building Society | Not published | Not published | Not published | Not published | Not published | Open |
| Northern Bank Limited | Not published | Not published | Not published | Not published | Not published | Open |
| One Call Insurance Services Limited | 1.70 | 1.67 | 67.57% | 99.87% | 20.20% | Open |
| One Sure Insurance Limited | 9.11 | 11.62 | 86.14% | 100.00% | 29.02% | Open |
| OVO HOME SERVICES LTD | 8.30 | 14.36 | 6.68% | 98.22% | 75.59% | Open |
| Paragon Bank Plc | Not published | 0.02 | Not published | Not published | Not published | Open |
| Phoenix Life CA Limited | 4.98 | Not published | 10.66% | 69.74% | 54.18% | Open |
| Phoenix Life Limited | 1.81 | Not published | 33.17% | 92.89% | 73.36% | Open |
| Pinnacle Insurance Limited | 3.44 | Not published | 68.10% | 99.97% | 38.07% | Open |
| Principality Building Society | Not published | 12.27 | 100.00% | 100.00% | 0.00% | Open |
| QBE UK Limited | 4.73 | Not published | 4.72% | 78.39% | 40.61% | Open |
| Qmetric Group Limited | Not published | 1.51 | 26.99% | 99.62% | 36.80% | Open |
| QUILTER FINANCIAL SERVICES LIMITED | Not published | 0.96 | 0.00% | 100.00% | 44.44% | Open |
| RAC FINANCIAL SERVICES LIMITED | 0.77 | Not published | 60.80% | 99.74% | 26.43% | Open |
| ReAssure Life Limited | 7.49 | Not published | 31.94% | 89.04% | 88.39% | Open |
| ReAssure Limited | 2.80 | Not published | 38.65% | 83.87% | 67.73% | Open |
| REASSURED LIMITED | Not published | 5.92 | 64.80% | 99.18% | 41.78% | Open |
| Royal London Mutual Insurance Society, Limited (THE) | 0.65 | Not published | 29.58% | 94.83% | 51.38% | Open |
| Sabre Insurance Company Limited | 2.59 | Not published | 51.98% | 100.00% | 34.23% | Open |
| Saga Services Limited | 5.85 | Not published | 74.13% | 99.02% | 52.43% | Open |
| Sainsbury's Bank Plc | 1.78 | Not published | 8.54% | 99.24% | 45.16% | Open |
| Santander UK Plc | 0.27 | Not published | 33.96% | 90.56% | 20.75% | Open |
| Scottish Equitable Plc | 2.88 | Not published | 0.00% | 46.67% | 80.00% | Open |
| Scottish Friendly Assurance Society Limited | 0.35 | Not published | 11.08% | 82.51% | 55.69% | Open |
| SCOTTISH WIDOWS LIMITED | 0.87 | Not published | 26.10% | 94.88% | 68.88% | Open |
| Shop Direct Finance Company Limited | Not published | Not published | 1.00% | 99.00% | 31.00% | Open |
| Simplyhealth Access | 0.96 | Not published | 30.10% | 99.90% | 29.11% | Open |
| Society of Lloyd's | 0.65 | Not published | 26.37% | 97.25% | 39.78% | Open |
| Somerset Bridge Insurance Services Limited | Not published | 3.61 | 69.43% | 100.00% | 36.89% | Open |
| ST. JAMES'S PLACE UK PLC | 0.35 | Not published | 0.00% | 75.00% | 0.00% | Open |
| St. James's Place Wealth Management Plc | Not published | 2.95 | 0.45% | 26.13% | 11.26% | Open |
| Starr International (Europe) Limited | 3.38 | 8.91 | 23.27% | 99.63% | 44.14% | Open |
| Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. | 4.14 | Not published | 23.23% | 99.54% | 57.37% | Open |
| Telefonica UK Limited | Not published | Not published | 48.78% | 98.26% | 81.88% | Open |
| Tesco Personal Finance Limited | 2.88 | Not published | 45.63% | 99.98% | 37.52% | Open |
| Tesco Underwriting Limited | 1.43 | Not published | 28.15% | 87.08% | 49.89% | Open |
| THE CO-OPERATIVE BANK P.L.C. | Not published | 4.17 | 0.00% | 100.00% | 0.00% | Open |
| The National Farmers' Union Mutual Insurance Society Limited | 2.90 | Not published | 38.63% | 95.87% | 62.60% | Open |
| The Prudential Assurance Company Limited | 0.49 | Not published | 12.74% | 88.92% | 89.30% | Open |
| The Royal Bank of Scotland Plc | Not published | 0.71 | 11.11% | 81.48% | 3.70% | Open |
| Tradex Insurance Company PLC | 1.99 | Not published | 43.43% | 96.27% | 62.28% | Open |
| True Potential Wealth Management LLP | Not published | 1.90 | Not published | Not published | Not published | Open |
| TSB Bank plc | Not published | 0.49 | 72.41% | 100.00% | 48.28% | Open |
| U K Insurance Limited | 4.54 | Not published | 47.41% | 96.51% | 67.44% | Open |
| USAY BUSINESS LTD | Not published | 22.23 | 8.24% | 99.18% | 19.44% | Open |
| Utility Warehouse Limited | 11.93 | 38.42 | 79.51% | 86.50% | 31.55% | Open |
| Vitality Corporate Services Limited | Not published | 5.18 | 45.49% | 95.03% | 50.77% | Open |
| Vodafone Limited | 0.75 | 3.17 | 61.26% | 100.00% | 54.94% | Open |
| Volkswagen Financial Services (UK) Limited | Not published | Not published | 0.00% | 4.55% | 0.00% | Open |
| Wesleyan Assurance Society | 0.12 | Not published | 33.70% | 95.66% | 86.96% | Open |
| West Bay Insurance Plc | Not published | Not published | 31.44% | 88.66% | 66.73% | Open |
| Xbridge Limited | Not published | 1.86 | 11.30% | 99.02% | 39.58% | Open |
| Yorkshire Building Society | 0.25 | Not published | 57.14% | 100.00% | 28.57% | Open |
| Zurich Assurance Ltd | 0.60 | 11.61 | 22.64% | 98.86% | 46.96% | Open |
| Zurich Insurance Company Ltd | 0.88 | Not published | 9.09% | 82.71% | 59.79% | Open |
How comparisons work
Like-for-like products only.
Firm figures are published by the FCA as ranges. We preserve those ranges, use exact values only for market aggregates, and suppress comparative views when fewer than five firms report.
View the official source