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.

https://www.financial-ombudsman.org.uk/news-events/roundtable-discussion-motor-insurance-complaints

All of the above makes for interesting reading.