FCA probes general insurance claims process

The probe will examine whether the consumer experience varies depending on whether they bought insurance directly, through a broker or through an affinity scheme. It will also assess how well insurers explain up front what will happen when a customer makes a claim, and consider whether providers' claims departments are as well-resourced as their sales teams. The review, which was announced today by FCA chief executive Martin Wheatley, will have a particular focus on household and travel claims. Though Wheatley (pictured) praised the strength of the UK general insurance industry, an...