Insurance provides a vital financial safety net, with the majority of claims paid and millions of customers supported each year.
In September 2025 consumer group Which? launched a super-complaint suggesting there was widespread issues with the home and travel insurance markets. The action followed the publication of the Financial Conduct Authority’s (FCA) General Insurance Retail Roadmap in July, which set out the regulator’s view on how the retail insurance market is working.
We recognise and share the ambition from the FCA and Which? to raise consumer understanding of insurance products and to ensuring good outcomes in the claims handling journey. The FCA’s Roadmap is comprehensive and included recommendations for firms which they’re already acting on. These should be allowed time to deliver improvements.
Our recently updated Flood Guide and expanded storm claims guidance are just the first steps in a wide range of initiatives we’re committed to progressing to help build trust with consumers and set realistic expectations. We’re also working with our members to promote responsible claims handling and reduce risks associated with outsourcing.
While we agree on the need for improvements in the claims handling journey and people’s understanding of the insurance they’re buying, the suggestion of “widespread failings” across home and travel insurance markets is unwarranted. Which?’s conclusions are based on nine policy wordings, 24 interviews and 3,322 survey responses. This doesn’t reflect the scale of the home and travel insurance markets, which wrote 29 million policies in 2024 and paid out £3.5 billion across 582,000 claims.
The suggestion that the FCA has taken “little decisive action” also doesn’t align with a regulator that has intervened robustly in recent years, including through pricing rules, GAP insurance reforms, and multi-firm reviews.
Given the FCA’s active supervisory approach and industry-led improvements, we don’t believe a market “reset” or Which?’s recommendation for an FCA market study is necessary or beneficial.