Which? Leads Parliamentary Roundtable on Insurance Industry Reforms as FCA Prepares Response to Super-Complaint

Consumer advocacy organisation Which? convened a major roundtable in Parliament last week, bringing together regulators, industry leaders, comparison websites and consumer groups to discuss urgent concerns over consumer harm in the home and travel insurance markets.

The meeting focused on Which?’s formal super-complaint to the Financial Conduct Authority (FCA), raising alarm over systemic issues such as unclear policy wording, poor transparency, and consumers being misled about the cover they actually receive. The complaint urges the regulator to take decisive action to strengthen protections and address long-standing failures across the sector.

The roundtable was sponsored by Danny Beales MP, who, alongside several other MPs, supported calls for tighter regulation and stronger enforcement. Discussions emphasised the unique nature of insurance: consumers purchase policies hoping never to use them, often discovering gaps or shortfalls only when they urgently need support. This makes clear, reliable information and robust oversight essential for good outcomes.

Stephen Edwards, External Affairs and Campaigns Lead at Which?, described the session as productive and solutions-focused. He stressed that proper regulation is vital to ensuring consumers are not left vulnerable when insurance providers fail to meet expected standards.

“We’re now looking forward to the FCA responding to our super-complaint next month,” Edwards said, highlighting the significance of the decision for millions of policyholders.

The FCA’s expected response could shape the future of the UK insurance market, potentially leading to new rules, enforcement measures, and higher expectations for insurers around customer fairness and product reliability.