Business
Which? launches super-complaint against ‘broken’ insurance industry
Kevin PeacheyCost of living correspondent
Getty ImagesMaking a claim to an insurance company can be worse than the distress of the original incident, according to Which?, as it launches a rare type of action against the sector.
The group’s super-complaint – which is an action by a consumer body on customers’ behalf – says the home and travel insurance sectors are “broken”.
Which? highlighted cases including an insurer initially refusing to pay out for a cancelled holiday, because the trip had technically started before the flight was turned back after two hours.
The insurers’ trade body said providers worked hard to help customers, handle claims efficiently, and had paid out many millions of pounds.
Rocio Concha, director of policy at Which?, said that serious failings in the travel and home insurance markets had been “tolerated for too long” by the insurance industry and the regulator, the Financial Conduct Authority (FCA).
“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,” she said.
She added that a super-complaint was “a major intervention”. Such a move is rare, and only used by consumer advocates when they believe a large number of consumers are being significantly harmed by practises across a particular sector.
Refused insurance claims
Millions of people across the UK take out insurance policies they hope they will never need to draw on.
Estimates suggest around 30 million people have buildings and contents insurance, with a similar number buying either annual or single-trip travel cover during last year.
Which? said that 99% of car insurance claims were upheld, but acceptance rates fell to 63% of buildings insurance claims and 80% of travel insurance claims.
It pointed to the case of Yvette Greenley, whose flight from Luton to Egypt was sent back owing to technical difficulties.
Yvette GreenleyMrs Greenley said the problem with the flight and a lack of alternatives meant her holiday to celebrate her 60th birthday with her sister, Beverley, was over. She cancelled her leave and went back to work.
While the airline refunded the cost of the ticket, the insurer initially refused the £140 claim for accommodation and travel to and from the airport because the holiday had begun.
“I was flummoxed, then fuming about it. They seemed to dismiss the fact that the plane turned around,” she said.
The insurer later apologised, settled the claim and paid compensation.
In recent years, BBC News has reported cases including:
Analysis of cases, in addition to surveys and research by Which? have led to the super-complaint that, by law, requires a response within 90 days.
‘A number of failures’
The complaint is based on three areas of concern. The first is the way that claims are handled, with many being outsourced by insurers to specialists.
The second is the sales practices of insurers, which the consumer group argues are inappropriate and lead to widespread confusion over what is covered in a policy.
Finally, it accuses the FCA, as the regulator, of failing to provide an appropriate degree of protection for consumers.
It has received support from James Daley, managing director of independent consumer group Fairer Finance.
“The FCA has only recently finished a number of studies looking at this market – and while it acknowledged a number of failures, it seems to have no appetite to tackle these,” he said.
A spokesman for the FCA said it would respond to the super-complaint in due course, but had been “focused on raising standards”.
“We uncovered issues when we recently reviewed insurers’ home and travel claims handling. We’ll be holding them and their senior managers accountable for the changes needed,” he said.
They included issues over outsourcing and storm definitions.
The Association of British Insurers, which represents providers, said that its members worked hard to ensure customers knew the details of policies and handled claims as quickly and efficiently as possible.
“In the first half of this year alone, insurers have paid out over £1.7bn for more than 300,000 home insurance claims. Last year, travel insurers also paid out £472m across more than 500,000 claims,” a spokeswoman said.
“We’re working closely with the regulator to ensure good outcomes for customers and will engage with Which? to understand the details of its concerns.”
Business
Indians cut overseas travel spending to $1.9 billion in March: RBI
Indians sharply cut back on overseas travel spending in March, with remittances for foreign trips dropping by more than $212 million from the previous month, according to Reserve Bank of India data. The fall in outbound travel expenditure came amid rising oil prices linked to the Middle East conflict and persistent pressure on rupee, even as travel remained the single largest component of outward remittances under the Liberalised Remittance Scheme (LRS).In March, travel-related remittances fell to $1.09 billion from $1.3 billion in February and $1.65 billion in January. The decline came at a time when the West Asia conflict pushed oil prices higher and weakened rupee to record lows. Amid the situation, Prime Minister Narendra Modi urged citizens to cut down on foreign travel and adopt measures such as carpooling. Lower overseas travel spending could reduce foreign exchange outflows and help ease pressure on rupee.According to the RBI’s data on outward remittances by resident individuals, travel continued to account for the largest share of money sent abroad under the LRS in March. Total remittances during the month stood at $2.59 billion.The RBI tracks overseas spending across categories including travel, studies abroad, maintenance of close relatives, overseas investments, and property purchases. Under the LRS framework, resident individuals, including minors, can remit up to $250,000 in a financial year for permitted current or capital account transactions.Within the travel segment, the biggest component remained the ‘other travel’ category, which covers holiday spending and international credit card settlements. Indians spent $623.05 million under this category in March, accounting for nearly 57 per cent of total travel-related remittances during the month.Expenditure linked to education travel, including hostel and fee payments, stood at $450.16 million. Business travel, pilgrimage, and overseas medical treatment together accounted for $21.39 million.The data also showed a rise in remittances meant for the maintenance of close relatives abroad. Such transfers increased to $389.78 million in March from $266.18 million in February.At the same time, spending under the ‘studies abroad’ category declined. This category includes payments made for educational services accessed remotely without travelling overseas, such as correspondence courses. Remittances under this head stood at $151.71 million in March, compared to $175.68 million in February and $267.42 million in January.For the financial year 2024-25, Indians remitted a total of $29.56 billion under the LRS. Travel made up the largest portion of this amount at $16.96 billion.The RBI figures further showed that investments by Indians in overseas equity and debt instruments rose significantly to $440.22 million in March from $265.99 million in February.Meanwhile, outward remittances for the purchase of immovable property overseas declined to $38.68 million in March, down from $51.36 million a month earlier.
Business
Stock market this week: Middle East tensions, oil prices, FII flows & more — what will guide Dalal Street
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