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#Ombudsman launches review following undercover investigation

By 23rd March 2018 January 21st, 2019 No Comments
​Thousands of complaints against insurers may need to be re-examined after a TV investigation found staff at the Financial Ombudsman Service were woefully undertrained.

An undercover report by Channel 4 Dispatches, found that staff at the FOS were asked to mitigate disputes between financial institutions and customers with little or no knowledge of the products involved.

The Ombudsman creates a list of most-complained about insurers every year. The Association of British Insurers declined to comment when approached by Post.

Russel Crew, claims director at Direct Group said: “FOS has a tough job, given the volume of claims that it had to deal with in the wake of PPI, and insurance-related claims may have suffered as the organisation diverted resources and attention to PPI. With hundreds of thousands of cases at stake, finding the right skill set to deal with them has clearly been a challenge.

Thousands of complaints against insurers may need to be re-examined after a TV investigation found staff at the Financial Ombudsman Service were woefully undertrained.

An undercover report by Channel 4 Dispatches, found that staff at the FOS were asked to mitigate disputes between financial institutions and customers with little or no knowledge of the products involved.

The Ombudsman creates a list of most-complained about insurers every year. The Association of British Insurers declined to comment when approached by Post.

Russel Crew, claims director at Direct Group said: “FOS has a tough job, given the volume of claims that it had to deal with in the wake of PPI, and insurance-related claims may have suffered as the organisation diverted resources and attention to PPI. With hundreds of thousands of cases at stake, finding the right skill set to deal with them has clearly been a challenge.

article is care of www.insurancepost.co.uk this article can be found here.

Tim Kelly

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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