Which? Insurance is broken: here’s how we’re fighting to protect you
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Sep 25, 2025 Dean Sobers, an insurance expert from Which?, and Claire Massey, a consumer who endured a troubling insurance claim after a house fire, dive into the failings of the home and travel insurance sectors. They discuss the challenging claims process, systemic confusion, and how the pandemic exacerbated issues. Claire shares her personal story of frustration with her insurer and the eventual escalation of her claim to the Financial Ombudsman. Together, they highlight the urgent need for industry reform and discuss Which?'s super-complaint to push for change.
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Claims Handling Is Systemically Broken
- Home and travel insurance claims handling is deeply flawed and causes prolonged hardship for customers.
- Dean Sobers highlights low acceptance rates and systemic confusion about cover that leaves people exposed.
Home Claims Face Much Higher Rejection Rates
- Industry data shows home insurance claims are rejected far more often than other types like car insurance.
- Dean Sobers contrasts a roughly 1-in-3 rejection risk for home policies with about 1-in-100 for car policies.
Verify Policy Cover, Don’t Assume Protection
- Check and clarify exactly what your policy covers instead of assuming common protections.
- Ask insurers for written confirmation of cover and keep that for any future dispute.