Ombudsman News 163

This month, parts of the UK have been hit by flash floods. To help prevent complaints about insurance claims, we've recently published new content about flood damage to properties and what we would expect to see from businesses handling complaints. 

The test case, which the FCA took through the courts, has provided needed clarity over a range of BII policy terms. As a result, many complaints which were with us have now been taken back by insurers to resolve. In most instances, this is a good outcome for these complainants as, in most cases, the insurer is now accepting that the policy provides cover without our further involvement. There remains other BII policy terms where the interpretation in the context of the Covid-19 pandemic remains in dispute, but the test case helped in narrowing these contended issues. 

Besides complaints about whether a policy provides cover, we are also seeing complaints about a range of other issues, including delays in administration and the amount offered in settlement. More information on what we're seeing and examples of how we're resolving disputes are available on our SME website for small businesses.

In our latest blog, Caroline Nugent, Director of Human Resources at the Financial Ombudsman Service, shares some of the ways we're living out our values of fairness and sustainability by partnering with organisations in support of the vital work they do.

As well as our content on BII, on our SME website for small businesses we've also published information about our approach to complaints about the Coronavirus Business Interruption Loan Scheme (CBILS) and Bounce Back Loan Scheme (BBLS). 

We have also recently published more information for businesses on handling and resolving complaints about wedding insurance claims. 

Read more on on our SME website

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