Consumer group Which? launches major challenge against UK insurers
In September 2025, Which? made headlines after filing a super-complaint to the Financial Conduct Authority (FCA) — raising serious concerns about how insurers handle claims across the home and travel insurance markets.
The move follows a wave of complaints from policyholders facing slow settlements, confusing small print, and unfair denials when making genuine insurance claims.
What is a super-complaint?
A “super-complaint” is a formal legal action a recognised consumer body can make when it believes a market is systemically harming consumers.
In this case, Which? is calling out insurers for:
- Poor communication and delayed claim responses
- Unclear exclusions and confusing policy wording
- Unfair or reduced payouts
- Pressure to accept “cash settlements” rather than reinstatement
- Poor customer treatment at stressful times
The Independent reports that some insurers approve as few as 63% of home insurance claims, leaving many homeowners with unresolved losses.
What this means for you
If you’ve ever had to make a home insurance claim, you know how stressful the process can be — especially when your insurer delays or undervalues your payout.
The Which? complaint shines a light on practices that many homeowners already experience: unclear policies, low settlements, and slow service.
Now more than ever, having independent expertise on your side can make all the difference.
How All Property Claims can help
At All Property Claims, we specialise in helping homeowners and landlords with property insurance claims — from fire, flood, and storm to escape of water and subsidence.
As independent loss assessors, we work for you, not the insurer, managing the claim process from start to finish to ensure you get a fair and full settlement.
Learn more about how we help with:
- Fire Damage Claims
- Flood Damage Claims
- Storm Damage Claims
- Escape of Water Claims
- Subsidence Claims
Need help with your insurance claim?
If your insurer has delayed, rejected, or undervalued your claim, you don’t have to accept their decision.
Visit our detailed guide:
Which? Super-Complaint – What It Means for You and How We Can Help ›
Call us today for a free consultation and find out how we can take the pressure off your shoulders.
Why trust All Property Claims
- Independent loss assessors — working only for policyholders
- Decades of experience handling complex property insurance claims
- Transparent, no-win-no-fee options
- Proven track record in securing fair settlements