Analysis of the latest FCA value measures shows contrasting customer outcomes across different lines of business, with home insurance continuing to record challenging claims acceptance and complaint rates.

Motor remained the largest product line in the dataset, with more than 34.1m policies in force during 2025. This is an increase of 4.1% compared to the previous year, although retail premiums written fell by 6.6% amidst softening rates.

Market intelligence firm Insurance DataLab found that claims acceptance rates remained steady at 99% at an aggregate market level, although some providers did see acceptance rates drop to 65-70%. Meanwhile, the proportion of claims resulting in a complaint fell to 6%, down from 7% in 2024.

Despite this continued strong performance from the motor insurance market, home insurance presents a more challenging picture. Buildings insurance recorded the lowest claims acceptance rate of any product line in 2025 at 62%, down from 63% in 2024. Combined buildings and contents cover remained at 71%, while the acceptance rate for contents insurance fell from 74% to 71%.

Complaint levels were also among the highest in the market, with 13% of buildings insurance claims and 12% of combined buildings and contents claims resulting in a complaint in 2025, while for contents insurance, the rate increased from 6% to 7%.

Pet insurance continued to record some of the highest claims frequencies in the market. Covered-for-life policies recorded a claims frequency of 41%, behind only healthcare cash plans. Maximum-benefit and time-limited pet insurance both recorded a frequency of 26%.

Matt Scott, co-founder of Insurance DataLab, said: “The 2025 figures underline why no single metric provides a complete picture of customer value. Claims frequency needs to be considered alongside acceptance rates, complaints and the number of customers affected.

“For insurers and brokers, detailed benchmarking is essential to understand whether products are keeping pace with the market and delivering credible customer outcomes.”