Policy research paper
The claim after the storm
Potentially unfair flood and storm definitions in home insurance policies
Policy submission
Financial Conduct Authority's (FCA) Advice/Guidance Boundary Review Proposals on Pensions - Which? response
Policy research paper
Risky business: Consumer confusion around general insurance
Our new research sets out common consumer misconceptions around insurance coverage, which leave people at risk of failed claims. We explore how consumer journeys through the insurance sales process contribute to this lack of understanding.
Policy submission
FCA Market study into the Provision of Premium Finance: Proposed Terms of Reference - Which? response
Which?'s response to the FCA's proposed Terms of Reference for a market study into the provision of premium finance for motor and home insurance
Policy research paper
Consumer harm in the insurance claims process
A policy research report exploring consumers' experiences of the insurance claims process
Policy research paper
Complaint upheld: delay, distress and inconvenience caused by insurers
Distress and inconvenience were recorded in nearly two-thirds of all complaints upheld by the Financial Ombudsman Service in 2023, for home, motor, travel and pet insurance. Delays are also at a five-year high. Which? investigates the harm being caused to consumers
Policy research paper
The Psychology of Scams
Understanding why consumers fall for APP scams