Insurance complaints continue to drop

General insurance complaints have fallen by more than 15%, according to the latest statistics from the Financial Ombudsman Service (FOS).

Although insurance is the second largest complaint category, after credit, FOS received 1935 complaints about general insurance in the last quarter of 2013, as opposed to 2296 in the last quarter of 2012.

Meanwhile, NSW Fair Trading released its list of the major consumer concerns in 2013, with appliances topping the list, and mobile and smart phones appearing on the list for the first time.

NIBA CEO Dallas Booth welcomed the finding.

“This is no surprise, because we know brokers do provide a professional service to their clients, and do act in their clients best interest,” he says.

“Nevertheless, we at NIBA do not take things for granted. One of our key objectives continues to be the promotion of high professional standards to all Members, through our training programs, continuing professional development and, of course, the newly revised Insurance Brokers Code of Practice.

“We will continue to promote the important work insurance brokers do to the business and wider communities whenever we get the opportunity to do so.”

Booth says the results show the fallacy of surveys that rank insurance brokers as one of the least trusted professions.

“The genuine data is contained in the list above, and insurance brokers can be very proud they are not on that list,” he says.

Main complaints

  1. Electrical, electronic, whitegoods and gas appliances (3142 complaints)
  2. Automotive – used cars and motorcycles (2155)
  3. Furniture, furnishings and manchester (2100)
  4. Clothing, footware, accessories and jewellery (2046)
  5. House construction (1798)
  6. Automotive – repairs and servicing (1711)
  7. Travel and tourism (1448)
  8. Automotive – new cars and motorcycles (1,349)
  9. Mobile and smart phones (934)
  10. Solar – PV panels and other solar (919)