Rocio Concha, Which? Director of Policy and Advocacy, said:
“At a time when the cost of some types of insurance are at record highs, it’s extremely concerning to see an increase in complaints made to, and uphold rates in favour of the consumer by, the Financial Ombudsman Service.
“Buying car insurance is a legal requirement for motorists, yet Which? research has found that customers are not only having to chase their provider over claims, but over three quarters of car insurance customers reported they were not given an explanation by their insurer for rejected, partially accepted or disputed claims.
“While the Financial Conduct Authority’s new Consumer Duty should help to make firms raise their game when it comes to providing adequate customer service, with easy to understand terms and conditions, insurers have been subject to higher standards for almost two years now. That some are struggling to provide appropriate support to their customers is worrying – and the regulator must be ready to take tough action against companies falling below the required standards.”