Consumer watchdog Which? has submitted a super-complaint to the Financial Conduct Authority in relation to poor levels of customer service and outcomes in the home and travel insurance markets, which it says the regulator has tolerated for too long. Which? said the FCA had failed to meet its statutory objective to secure “an appropriate degree of protection for consumers”.

Which? said its action came on the back of thousands of customer surveys, interviews with policyholders who had experienced problems, analysis of thousands of Financial Ombudsman Service decisions and independent legal advice.

The super-complaint focuses on poor claims-handling, inappropriate sales processes and a lack of application and enforcement of FCA rules and other relevant law.
Rocio Concha, director of policy and advocacy at Which?, said: “Which? using its legal powers to submit a super-complaint is a major intervention - but we believe it is necessary as serious failings in home and travel insurance have been tolerated for too long by the insurance industry and its regulator.

“Our evidence that the home and travel insurance markets are not working well is overwhelming and we have heard heartbreaking stories from people who have found the experience of dealing with an insurance company worse than the distressing life events that led to their claim.”