UK Regulator Finds Flaws in Mobile Phone Insurance Market
The UK's Financial Conduct Authority (FCA) has published a review focusing on the way mobile phone insurance firms design products and handle claims from customers that have lost or damaged their phone, or had it stolen.
The FCA says that it found some examples of poor practice in a number of
areas: elements of the products were not designed to meet customers' needs,
some terms and conditions were unclear and unfair, and there were examples of
poor claims and complaints handling.
The FCA reviewed the practices of nine firms that have a majority share of
the mobile phone insurance market.
It found that some firms were not always thinking through why high numbers of
claims were being rejected, and therefore not feeding that back into their
product design process. Also, while the majority of policies promised to cover
loss, in practice they often did not cover instances where the customer
accidentally leaves their phone somewhere.
The review also contains real-life examples of firms not treating their
customers fairly. In one case, a claim was declined because the customer knew
where they'd accidentally left their phone; while in another a claimant was
rejected because she left her phone in a hotel room, which was deemed to be a
public place as soon as she checked out and therefore was excluded from cover.
The FCA has presented the findings to the firms that took part in the review,
who are now making changes to their processes.
In addition, in July the FCA said that it will impose a significant fine on
an unnamed firm in this market for poor handling of complaints.
Clive Adamson, the FCA's director of supervision, commented: "What this
review shows is that sometimes there is a gap between what the customer thinks
they are getting, and what they are really getting. Closing this gap will lead
to greater trust and confidence."
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