Which? Why the home and travel insurance industries need to change
Nov 6, 2025
Katie Alpin, Head of Strategic Insight at Which?, and Kaja Cordwell, a policyholder with a harrowing insurance claim story, dive into the urgent need for reform in home and travel insurance. They discuss the emotional toll of inadequate claims handling and the distressing challenges faced by consumers, like Kaja, who endured prolonged insurer delays after a house fire. Katie highlights the gaps in regulatory enforcement and discusses Which?'s advocacy efforts to push for significant changes in the industry. The conversation emphasizes the importance of accountability for insurers.
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Super-Complaint Is A Last-Resort Tool
- Which issued a rare super-complaint because existing enforcement and engagement with the FCA failed to fix persistent market problems.
- The super-complaint forces a legal 90-day FCA response and is a catalyst for longer policy change.
Three Root Problems Combine To Harm Consumers
- Which found three broad problems: poor claims handling, low claims acceptance, and weak FCA enforcement.
- Those issues combine to cause emotional harm and reduce firms' incentives to follow rules.
Ask FCA To Enforce, Study, And Review Law
- Which asks the FCA to enforce existing rules, launch a market study, and review related government laws.
- Enforcement and a systemic market study should identify root causes and restore incentives to comply.