IDS Insurance Claims Intelligence
FOS outcomes, FCA claims data and emerging patterns in UK insurance disputes — translated into practical questions for policyholders and businesses with live claims.
FOS outcome intelligence
FOS publishes complaint volumes and uphold rates. The complement of the published uphold rate shows how many resolved complaints were not upheld in favour of the consumer.
A FOS outcome and the underlying insurance dispute are not always the same question. The relevant route depends on the stage, policy wording, evidence, amount at stake and any FOS decision already made.
Where disputes are reaching FOS
Complaint volume does not tell you whether an individual claim has merit. It does show where significant numbers of policyholders are reaching formal dispute.
IDS can review a claim while it is still being assessed, challenge an underpayment or rejection, support an insurer complaint or FOS case and, where appropriate, provide access to legal advice, litigation support and specialist barrister representation.
FCA claims intelligence
FCA General Insurance Value Measures provide market-wide indicators including claim acceptance and claims complaints.
A claim can be accepted but still become a substantial dispute over settlement, scope of works, business interruption, depreciation, underinsurance or valuation.
Source: FOS firm-level data. These figures are not a “worst insurer” ranking: case volumes are influenced by market size, business mix and complaint volumes.
Insurer intelligence
IDS tracks insurers, claims handlers, loss adjusters and specialist insurance organisations. A meaningful review still depends on the policy wording, decision, evidence and amount at stake.
The Insurers We Challenge directory connects insurer and claims-company names with the problems policyholders may be experiencing.
IDS decision intelligence
IDS is analysing published insurance decisions by the issue driving the outcome. We are strengthening the research before publishing percentage findings.
Current claims intelligence
Claims technology, evidence requirements and loss patterns are changing. These developments can matter when a live claim depends on causation, valuation, investigation or the quality of the evidence being used.
Crawford says hot, dry conditions are driving a rise in subsidence claims and is using technology intended to accelerate assessment.
Gallagher Bassett reports a sharp rise in AI deployment among surveyed UK insurers for claims-resolution activity.
QuestGates has published research into gaps it says may arise in stolen-vehicle records.
Beyond the ordinary complaint route
IDS can support a claim while it is live, through complaint and FOS stages and, where the merits and procedural position justify it, into legal advice and litigation. Specialist barrister representation is available where appropriate.
Test the policy wording, insurer reasoning, evidence, quantum and procedural position.
Specialist legal advice can be obtained where the dispute turns on legal interpretation or litigation strategy.
IDS can provide litigation support and case preparation, helping organise the evidence and issues for the legal route.
Where suitable, IDS can coordinate access to an appropriately authorised specialist barrister for advice or representation.
Legal and litigation routes depend on the merits, evidence, amount at stake, time limits and procedural position. Barrister representation is provided by an appropriately authorised barrister where suitable.
FOS complaint volume does not establish the quality of an insurer's claims handling. “Not upheld” figures are derived by subtracting the FOS-published uphold percentage from 100 for resolved complaints. FCA value-measures data is historical and the FCA cautions that home-insurance claims-acceptance reporting contains inconsistencies. Individual insurance disputes depend on policy wording, evidence, facts, time limits and procedural position.
IDS can support policyholders and businesses while a claim is being assessed, when a settlement is disputed, following rejection, during the complaint or FOS process and, where appropriate, through legal advice, litigation support and specialist barrister representation.
