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Statement on Which? findings on insurers definitions of storms and floods
Publication date:
11 April 2025
Last updated:
19 February 2026
With a new report from Which? quoting FCA figures that 32% of insurance claims on ‘buildings insurance only’ policies are rejected, it is essential that policy terms are set out as clearly as possible to consumers. While we cannot comment on a single brand, we would encourage all insurers to take heed of the Which? report, and consider how their offering can be made clearer’
The CII’s Code of Ethics requires members to ask themselves, ‘Do I provide clear information pre and post sale?’ and ‘Do I listen to my clients or just hear them?
This spirit of continuous improvement is also summed up by FCA’s Consumer Duty, which stresses that, ‘effective communications that customers can understand, and effective consumer support are an essential way in which firms act to enable and support customers to pursue their financial objectives.