This is a 22 % increase from the previous year. The Ombudsman says almost half of these cases involve motor vehicle insurance.The insurance ombudsman says the COVID-19 pandemic had a significant impact on the number of insurance claims received by the office. It says more than 6 000 cases received were referrals from insurance companies.
“54% of all the complaints were resolved within four months, 16% were between 4-6 months and 30% were resolved in around six months. The majority of cases where the office overturned the insurance decision or stance were resolved by the parties through conciliation without the office having to issue a formal decision or a recommendation. This is testament to the level of co-operation received by the office from the industry.
“In 2019 motor vehicle insurance complaints to the office comprised 49% of all the complaints to the office, this dropped to 36% in 2020 as a direct result of the government posed COVID-19 lockdown regulation with less vehicles on the road and then last year this increased again back to in the 40s, this time 43% so not quite a pre-COVID levels but getting there.”
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