Which? Launches Super-Complaint Over ‘Broken’ Home and Travel Insurance Markets
Consumer watchdog Which? has filed a super-complaint with the Financial Conduct Authority (FCA), demanding urgent action over widespread failings in the home and travel insurance markets. The group says too many people are being let down by poor claims handling, confusing policies, and inadequate oversight—leading to financial and emotional distress.
Rocio Concha, Which?’s Director of Policy, called it a “major intervention,” adding: “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.”
Which?’s investigation found that only 63% of buildings insurance claims and 80% of travel claims are accepted—much lower than car insurance, which sits at 99%. One traveller was denied a £140 claim after her plane turned back mid-flight, with the insurer arguing her holiday had technically “started.” In another case, a homeowner was told a burst pipe wasn’t covered, a detail he said wasn’t made clear when he bought the policy. These stories, and hundreds like them, paint a picture of a system that often fails to protect the very people it's meant to help.
The FCA now has 90 days to respond to the complaint. Which? is pushing for tougher enforcement, a full market investigation, and a review of consumer protections. While the Association of British Insurers insists its members take their duties seriously—citing billions in payouts—critics say it’s not enough. As James Daley of Fairer Finance put it, “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 [failings].”
