Our roundtable discussion on motor insurance complaints
We hosted a roundtable discussion on motor insurance last week led by Rachel Lam, Ombudsman Leader and Head of Practice for motor insurance. The aim was to share insight with insurers and brokers about the cases we’re seeing and our approach to complaint-handling.
To illustrate our approach and best practice in complaint-handling, we gave examples of cases we’d helped resolve. We also highlighted things for insurers to consider when handling a claim, to help them prevent complaints and unfairness.
The discussion focused on:
- cases we’ve seen on misrepresentation and non-disclosure where a declined claim has caused significant detriment to the consumer
- trends in the last couple of years and their impact on motor valuations
- credit hire complaints we can help with, and things for insurers to consider about the referral process when they are handling third-party claims
Rachel also outlined to insurers the issues highlighted in our recent blog that covers two areas where we see consumers significantly affected by vehicle theft claims, declined claims following theft by deception and declined claims that involve a vehicle that has been modified.
You can find our resources for handling complaints and ways we engage and support businesses, as well as our approach to resolving motor insurance complaints, in the links below.
All of the above makes for interesting reading.