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Original poster

How to complain about an insurance company

29 replies

TheGander · 18/02/2023 14:38

I recently spent 2 months submitting evidence re a loss I sustained in my property, communicating with multiple agents and repeatedly being told I’d hear within 24 hours. only to be told eventually I’d get nothing. I want to complain about this incompetence which considerably added to my stress, to an actual person, not go through the motions of their process ( which I’ve done already and just got platitudes back). Should I write directly to the chief executive/ any other person? I want someone high up to take notice. Thanks for any advice.

OP posts:
Gwen82 · 18/02/2023 16:56

TheGander · 18/02/2023 16:54

The issue for me is it shouldn’t have taken them
all of 8 weeks to work out there was an exclusion clause. When you are claiming on insurance, chances are it’s inherently stressful. They strung the process out which is unprofessional. That’s what I’m complaining about.

But to define something as “uninhabitable” isn’t cut and dry!!

SisterAct123 · 18/02/2023 18:36

TheGander · 18/02/2023 16:54

The issue for me is it shouldn’t have taken them
all of 8 weeks to work out there was an exclusion clause. When you are claiming on insurance, chances are it’s inherently stressful. They strung the process out which is unprofessional. That’s what I’m complaining about.

You knew there was.... you signed the contract.

lamaze1 · 19/02/2023 13:40

You need to go through their complaints procedure and have a "final" response. Thereafter, the Ombudsman would look into it if you referred it www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance .

lamaze1 · 19/02/2023 13:41

TheGander · 18/02/2023 16:54

The issue for me is it shouldn’t have taken them
all of 8 weeks to work out there was an exclusion clause. When you are claiming on insurance, chances are it’s inherently stressful. They strung the process out which is unprofessional. That’s what I’m complaining about.

Also I have seen insurance companies take over 18 months to realise an exclusion. By all means complain but I wouldn't have high expectations.

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