00:00By RAW Complaint Volume, Direct Line Group, DLG, and Admiral consistently rank as the
00:05UK's most complained-about general insurers, with Aviva and AXA close behind, but the
00:11ranking shifts depending on whether you measure absolute numbers or complaints relative to
00:16policy size.
00:171.
00:18Direct Line Group, historically the top-ranked insurer by RAW Ombudsman Referrals, 1,348
00:25to 1,555 complaints per half-year in 2024, reflecting its large motor and homebook, also flagged by
00:33FCA data for an above-average complaints, per 1,000, policies rate, 5.51 versus industry
00:42norm.
00:432.
00:43Admiral, the largest UK motor insurer by volume, so it naturally tops RAW complaint counts, roughly
00:501,467 to 1,657 per half-year in 2024, though its rate per policy is closer to average given
00:59its scale.
01:003.
01:01Aviva and AXA, each logged around 10,000 to 11,800 FOS complaints in recent multi-year analyses,
01:10driven partly by their health and protection lines.
01:12AXA Insurance UK also showed an above-average complaints per policy rate, 9.45.
01:184.
01:19Specialist Health Insurers, AXA PPP Healthcare, Unum, Bupa.
01:25Smaller in absolute terms, but the worst performers by rate.
01:28With AXA PPP Healthcare, recording 36.75 complaints per 1,000 policies in H1 2024, far above general
01:37insurers.
01:38The answer changes by lands.
01:40RAW volume favors the biggest motor insurers, Admiral, DLG.
01:45Simply because they insure more people.
01:47Complaint rate per policy.
01:49The fairer comparison flips the picture toward health insurers and AXA slash direct line, while
01:55Allianz and AIG UK post the lowest rates, 0.69 to 0.86 per 1,000.
02:02Sector-wide, FCA data shows insurance and protection complaints falling 4.6% in H2 2025 to 665,370,
02:14revised from an earlier reporting error.
02:16With motor complaints the single largest driver, 215,708, despite a 7.8% decline.
02:24Practical takeaway.
02:25If you're choosing an insurer, don't rely on headline complaint totals.
02:30Check the FCA's firm-level sortable tables and compare complaints per 1,000 policies,
02:37since that normalizes for company size and gives a truer picture of service quality than
02:42RAW counts.
02:44Finally, remember that everything we discussed today is for educational purposes only and
02:49does not constitute financial advice.
02:51Good luck to everyone and see you in the next video.