Disputes about motor vehicle insurance claims was the single biggest cause for complaint to the Ombudsman for Short-Term Insurance last year and comprised almost half of the about 9,800 formal complaints. This is according to the 2018 annual report of the ombud released on May 21, which also shows that within the category of motor vehicle insurance disputes, 74% were about accident claims that were rejected by insurance companies. A total of 48% of complaints overall was about motor vehicle insurance, 21% was about homeowner insurance, and 5% about household contents insurance. However, most complaints were not resolved in favour of consumers. Consumers won in 18% of motor vehicle insurance disputes, in 12% of homeowner insurance disputes, and in 15% of household content insurance disputes. The single biggest gripe from policyholders to the ombud’s office — in more than two thirds of finalised complaints across all categories — was about the insurer’s decision on claims, according t...

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