Six months after a ban on insurance coverage ripoffs, our probe reveals clients are STILL being hit by big value hikes

© Supplied by This Is Cash

The Mail on Sunday at present requires an pressing inquiry into the insurance coverage market by the Metropolis watchdog after we uncovered proof of a surprising betrayal of loyal clients. New guidelines designed to make sure clients are now not exploited are nonetheless not working six months after they had been put in place by the Monetary Conduct Authority, this newspaper believes. 

A significant investigation into the pricing of motor and residential insurance coverage insurance policies by The Mail on Sunday reveals that present clients are nonetheless being hit by big value hikes by among the nation’s greatest monetary manufacturers. 

Many victims of this nice insurance coverage betrayal are aged, trusting, not as financially savvy as others by way of difficult firms over premiums – and are preventing a cost-of-living disaster that’s testing the robustness of their family funds. Some are receiving premium renewal notices telling them of double-digit share will increase within the value. 

This nice insurance coverage betrayal is regardless of a promise made by the regulator earlier this 12 months to stamp out dangerous apply within the {industry}. It stated its new guidelines would save loyal clients greater than £4billion in premiums over the following ten years. This is able to be achieved by ending the apply whereby present clients pay the next premium than a brand new buyer would pay for a similar coverage. 

On Friday, the Monetary Conduct Authority continued to argue that its reform of the {industry} was having a ‘broadly optimistic impact’ on customers. However its view was vehemently countered by shopper champion James Daley, a longstanding critic of the brand new guidelines. He advised The Mail on Sunday that the primary results of the reforms was ‘a bunch of premium hikes’. 

The Mail on Sunday’s investigation helps Daley’s view. Our research into the murky world of insurance coverage signifies that the brand new guidelines should not working – and are to the widespread detriment of customers. Particularly, we discovered:    

The outcomes of our investigation are worrying as a result of they counsel that just about six months into the brand new pricing regime, insurance coverage firms are nonetheless fleecing present clients, lots of them longstanding policyholders who mistakenly consider their supplier will do the fitting factor by them. 

Regardless of the fitting to cease insurers promoting insurance policies if they’re breaking the foundations – and to self-discipline particular person insurance coverage executives – the FCA has but to take any motion. 

Early this 12 months, The Mail on Sunday carried out an analogous probe into the insurance coverage {industry} – simply as the brand new guidelines began to chunk. On the time, we revealed that insurers had ‘unleashed a wave of industry-wide value will increase’ – with these most impacted being the very folks the regulator stated its guidelines would shield (loyal clients). 

Then, we acknowledged (albeit with a dollop of scepticism) the views of insurers and the regulator that the foundations may take time to mattress down. But, almost six months on, it seems that little or no has modified. For a lot of, premiums are rising and remaining loyal to an insurer nonetheless doesn’t make monetary sense.


Below the brand new pricing regime for motor and residential insurance coverage, new and present clients are supposed to be handled as equals. ‘Worth strolling’ – present clients being discriminated towards – ought to be a factor of the previous, as ought to the provide of cut-price insurance coverage to new clients to extend new enterprise gross sales. 

But our investigations counsel in any other case. Patrick Brant’s expertise signifies that value strolling nonetheless exists. When Pat’s motor insurance coverage with Hastings Direct got here up for renewal this month, he was shocked to see that the brand new annual premium to cowl his Nissan Qashqai could be 27 per cent larger than final 12 months at £391.45. Pat, a former divisional director at Royal Mail, instantly acquired on to Hastings and challenged the rise. 

After two calls to the insurer, he was capable of get them to scale back the renewal premium to £369, nonetheless a 22 per cent enhance on final 12 months. Nonetheless not glad, Pat visited Hastings’ web site to see what premium he could be supplied if he put in the identical particulars, however as a brand new buyer. The premium supplied was £342, virtually £50 lower than his preliminary renewal quote. The brand new FCA guidelines require the likes of Hastings to supply the identical premiums to new and present clients with an identical cowl. But as an present buyer, he was initially supplied £391 – as a brand new buyer, £342. 

Pat, who lives in Aylesbury, Buckinghamshire, with spouse Janet, has now jumped ship to Beam, an AA insurance coverage model, paying £317 for a similar complete cowl Hastings needed to cost him £391 – a saving of £74. He says: ‘My view is that insurers are making a joke of those new guidelines – and there appears to be no enforcement of them. I do not assume something has modified.’ 

He provides: ‘So far as customers are involved, they need to problem any hefty premium enhance that their present insurer needs to impose on them. And if nonetheless sad, store spherical.’ 

On Friday, Hastings insisted that for the reason that begin of the 12 months, ‘all of our renewal costs are the identical or higher than our new-business costs’. It stated Pat’s ‘new buyer’ quote was decrease as a result of it didn’t account for a windscreen declare in 2018. It added: ‘We all the time encourage our clients to buy round at renewal.’ 

Different clients have copied what Pat did and likewise obtained cheaper quotes as new clients – or acquired reductions for haggling. For instance, Margaret Armitage, from Tunbridge Wells in Kent, was advised her automobile insurance coverage premium with Saga could be rising this month from £302 to greater than £510 – a leap of almost 69 per cent. She drives a Vauxhall Corsa and does lower than 3,000 miles a 12 months. Margaret, in her early 80s, rang the corporate to complain in regards to the value hike. She acquired nowhere. ‘I am an enormous fan of Saga and have gone on Saga holidays, however I used to be aggravated, particularly when it stated it might do nothing to chop the premium I had been supplied,’ she says. 

She then put her insurance coverage particulars right into a comparability web site and got here up with cowl from Saga as a new buyer for £394 – a saving of £116 on her renewal quote. She could not consider it, though she opted for a good cheaper deal from AA at £273. On Friday, Saga insisted Margaret’s renewal value was ‘honest and correct’. It stated the rise was all the way down to ‘a number of elements, together with the present charge of inflation’. [Note to Saga: inflation is currently running at 9 per cent, not 69 per cent]. 

On the cheaper value that Margaret was supplied as a brand new Saga buyer by web site Go Evaluate, it stated this was partially defined by the ‘coverage cowl and phrases being totally different from the renewal quote’.

Saga additionally stated the brand new buyer quote was ‘sourced by a unique channel’ to the one Margaret initially used to purchase her Saga cowl – she bought it direct. 

Below the FCA guidelines, insurers are (bizarrely) allowed to range the premiums for an identical insurance policies in response to how they’re supplied – direct, by a comparability web site, or below totally different manufacturers. 

Shopper champion James Daley, founding father of web site Fairer Finance, says this gives a get-out for insurers. ‘It should not matter what channel a buyer makes use of,’ he says. ‘The worth ought to be the identical. A renewal value ought to match that supplied to a brand new buyer wanting an identical cowl, regardless of what channel they use.’ 

Saga stated that clients ought to cellphone its name centre to debate their renewal. It added: ‘We are able to usually assist clients get monetary savings on their insurance coverage by speaking by their coverage wants, and we all know serving to to economize wherever potential is vital within the present cost-of-living disaster.’ It is what Margaret did. She acquired nowhere. 


Treating clients pretty ought to be a given, constructed into the DNA of all companies. Sadly, in insurance coverage, equity is the exception – and unfairness the norm. 

As our investigation at present proves, insurance coverage firms proceed to fleece clients – lots of them aged – with premium will increase that make inflation at 9 per cent appear to be a stroll within the park. Will increase being imposed on clients with none clarification. What conceitedness What an affront. How out of contact these companies have grow to be. 

The Metropolis regulator is supposed to be forcing profit-hungry insurers to behave pretty with new guidelines that got here in firstly of the 12 months. But the proof we discovered signifies they’re working rings spherical it, exploiting loopholes to guard their pursuits. Many policyholders are even worse off because of this. A scandalous state of affairs. 

It’s time for the Monetary Conduct Authority to flex its atrophied muscle tissues and kick the insurance coverage {industry} into form. 

Which means launching an investigation NOW. 

The message ought to be clear: deal with clients pretty or threat a hefty monetary penalty.


Though the FCA guidelines now require new and present policyholders to obtain the identical value for an identical cowl, the apply of insurance coverage firms providing lastminute reductions to dissuade clients from leaving continues. 

Though such reductions can tempt some clients to remain put, such enterprise apply discriminates towards present clients who do not complain – and comply with pay the renewal premium supplied. 

When Roy Winnard, from Greenwich in South London, acquired his automobile insurance coverage renewal discover this month from Admiral, he could not consider what he noticed. It needed to cost him £1,556, a 70 per cent enhance. ‘I used to be spitting feathers,’ says Roy, proprietor of a leather-based enterprise, Metropolitan Leather-based. ‘I’ve 21 years of no claims behind me and no convictions.’

Roy rang Admiral on a number of events to get an evidence for the ‘obscene enhance’. He was given no motive, however was advised it might trim £100 off the renewal premium if he stayed with it. He wasn’t – he discovered cheaper cowl from Sheilas’ Wheels. 

‘Why did I’ve to ring them to get the renewal premium lowered,’ he says. ‘If it might provide the duvet for £1,456, it ought to have carried out that right away.’ 

On Friday, Admiral confirmed that workers are ‘typically’ capable of provide a reduction to clients to cease them going elsewhere. It added: ‘This doesn’t imply that the renewal value quoted is wrong.’ 

On the 70 per cent premium enhance it needed Roy to pay, it stated: ‘The rise in Mr Winnard’s renewal value is because of a mixture of charge adjustments we have now applied. Sadly, on this occasion, the mixture has resulted in a very excessive enhance in his premium. We won’t go into element relating to these elements because it’s commercially delicate.’ 

Admiral just isn’t alone in providing last-minute reductions to clients threatening to leap ship. Insurers preserve such reductions are permitted below the FCA guidelines, despite the fact that it leads to clients with the identical cowl paying totally different costs. 


The insurance coverage {industry} and the FCA preserve that motor and residential cowl premiums are rising at a charge beneath inflation – even falling, in response to the Affiliation of British Insurers. The ABI stated motor premiums fell on common by 5 per cent within the first quarter of this 12 months. But our investigations counsel that many shoppers are being hit with inflation-breaking premium will increase, with none motive given for the large value hikes. 

James Minett, from Warminster in Wiltshire, is a longstanding buyer of Lloyds Financial institution, going again 60-odd years. He has lengthy had residence insurance coverage with the financial institution. 

Final 12 months, cowl for his two bed room bungalow value him and his spouse Dee £392.19. This month, he was advised the premium would leap to £746.26, a 90 per cent enhance. He was flabbergasted. 

What he could not perceive is that his renewal value was based mostly on Lloyds’ arbitrary resolution to offer him ‘gold’ cowl, together with £1million of contents cowl. Upon investigating, he discovered that the 2 different classifications his cowl might have fallen into – bronze or silver – would have resulted in new premiums of £505 and £638, will increase of 29 per cent and 63 per cent.

Victim: Pat Brant switched insurers after premium hike

© Supplied by This Is Cash
Sufferer: Pat Brant switched insurers after premium hike

‘I’ve acquired cash with Lloyds and so they’ve been good to me through the years,’ says James. ‘However I am not paying these premiums.’ He has now taken out cowl with Marks & Spencer. On Friday, Lloyds stated: ‘In 2021, we launched a brand new product with three ranges of canopy – bronze, silver and gold. A variety of clients had been switched to this new residence insurance coverage product to make sure all our clients benefited from our newest providing. 

‘Our method to which tier was supplied at renewal was to establish the closest match to the shopper’s present product, which on this case was gold. Whereas we’re not capable of share particulars of pricing constructions and adjustments by tier, on common these clients switched to the brand new product had been supplied renewal insurance coverage at costs decrease than what they paid beforehand.’ Not the case for James. 

Ray Lyman’s residence cowl by Nationwide Constructing Society value £224 final 12 months. This 12 months, he was advised it might leap 33 per cent to £299. He thought the rise was ‘ridiculous’ and advised Nationwide so. It refused to barter on the premium. 

‘It scares me to change insurer,’ says Ray, who’s retired and lives in a three-bedroom bungalow in Cambridgeshire. ‘These new laws are doing no good for me.’ 

By dumbing down his cowl in order that it’s much less complete, he introduced down the price to £247 and he stayed with Nationwide. 

The constructing society stated: ‘Insurance coverage insurance policies are priced based mostly on a variety of elements, together with particular person threat and common declare prices – that are rising above the extent of inflation. When Mr Lyman bought his coverage he benefited from a reduction. Nevertheless, in line with the brand new FCA guidelines his present premium, which is aligned to new enterprise pricing, now displays the extent of threat.’ 

For the report, Ray took out cowl with Nationwide in 2016. 

Gary Inventory, from Enfield in North London, was not too long ago advised his automobile cowl with Aviva would renew at a value 23 per cent larger than final 12 months. He thought the rise was unjustified and sought an evidence from the insurer, however he could not get one. He tried emailing, however his coverage did not begin with the fitting quantity to permit him to do this. He tried filling in an enquiry kind through its web site, however the system would not settle for his cell quantity. Ultimately, it stated it could not discover his coverage. He gave up and didn’t renew. 

Gary, a 65-year-old graphic designer, says: ‘As a shopper, I’m sick and bored with huge firms like Aviva intentionally structuring their channels of communication to make it as troublesome as potential for present clients to contact them on topics similar to unacceptable value hikes.’ 

Aviva stated: ‘We’re sorry we had been unable to seek out Mr Inventory’s coverage or present a reply to his questions. We’ll use this suggestions to assist us enhance our providers.’ 

Additionally, many Mail on Sunday readers level out that the brand new pricing guidelines don’t apply to breakdown cowl, which is commonly offered alongside motor insurance coverage. 

Sarah Taylor, from close to Preston in Lancashire, not too long ago acquired a renewal discover for breakdown cowl with Inexperienced Flag, a part of Direct Line. She was advised the premium could be rising from £70.56 to £94.08. However Sarah, a retired solicitor, did what she has carried out for a few years. 

She went on to Inexperienced Flag’s web site and acquired a quote as a brand new buyer for simply £66.08. 

Armed with this info, she rang them and it matched the net quote. ‘It is labored for me over a few years,’ says Sarah. On Friday, Inexperienced Flag confirmed: ‘Breakdown cowl just isn’t included within the FCA insurance coverage pricing laws.’ 

The Mail on Sunday’s investigation into the insurance coverage {industry} signifies that the FCA must get powerful. NOW. 

The Pat Brants of this world should not should struggle tooth and nail to be given a good deal.

What the regulator needed to say about our probe 

On Friday, the Monetary Conduct Authority was invited to touch upon The Mail on Sunday’s findings. The regulator stated: ‘We see our reforms of the insurance coverage {industry} having a broadly optimistic impact. 

‘In keeping with knowledge from the Affiliation of British Insurers, the price of motor insurance coverage fell by 5 per cent, year-on-year, within the first quarter of 2022. 

‘In fact, this doesn’t suggest that it hasn’t risen for some, however for others costs could have gone down considerably extra. 

‘Customers can nonetheless store round and negotiate a higher deal, however they now haven’t got to change simply to keep away from being charged a loyalty premium. 

‘The place insurance coverage firms have equipped deceptive or false attestations in regards to the worth they’re offering clients, we’ll use our regulatory powers to make sure compliance with our reforms. 

‘This might entail administrators being banned from the monetary providers {industry} and corporations prevented from promoting affected merchandise till full compliance with regulation could be assured.’ 

It additionally stated it might ‘comply with up’ on our findings.

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