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MP Raised Concerns About Insurer Claim Handling in Parliament
Concerns Over Insurer Conduct Put Claims Handling, Fair Treatment and Accountability Under the Spotlight
Written by Darren Carter. Last Updated on September 24, 2026
Claire Massey’s Insurance Claim Raised in Parliament
On 17 April 2024, then Stoke-on-Trent Central MP Jo Gideon raised the case of her constituent Claire Massey during Prime Minister’s Questions.
Gideon told the House of Commons that Claire and one of her children had nearly lost their lives in a house fire in February 2023. She then raised serious concerns about how the subsequent insurance claim had been handled.
In her parliamentary question, Gideon named Policy Expert and Trinity Claims and alleged aggressive and unprofessional claims handling, problems involving alternative accommodation and wider institutional failings.
These were allegations and concerns raised by Gideon in Parliament. This article reports the parliamentary record and does not independently determine whether any firm committed misconduct.
What Jo Gideon Asked the Prime Minister
Gideon asked the then Prime Minister, Rishi Sunak, whether the Government could look more closely at Claire’s case and at how consumers could be better protected against poor practice in the insurance industry.
Sunak said he could not comment on an individual case. However, he said the Financial Conduct Authority had powers to act where firms breached its rules and pointed to the Financial Ombudsman Service as a route available to consumers.
He also said that a relevant Minister would meet Gideon to look more closely at the specific case she had raised.
What the Parliamentary Record Establishes
Hansard provides a clear primary-source record of what was said in Parliament. It confirms the concerns Gideon raised and the response given by the Prime Minister.
However, a parliamentary statement is different from a court judgment, FCA enforcement decision or final Financial Ombudsman determination. For that reason, allegations about individual firms should remain clearly attributed rather than presented as findings made by ILA.
The wider claims-handling issues raised by the case are nevertheless important because insurers and firms acting for them are subject to regulatory standards when dealing with customers and claims.
What FCA Claims-Handling Rules Require
Whatever the merits of an individual dispute, FCA claims-handling rules set important standards for insurers.
ICOBS 8.1.1 requires an insurer to handle claims promptly and fairly, provide reasonable guidance to help a policyholder make a claim, give appropriate information about progress, not unreasonably reject a claim and settle promptly once settlement terms have been agreed.
Those duties do not mean that every claim must be accepted or that every disagreement means an insurer has acted improperly. The policy wording, evidence and circumstances still matter in each case.
The Roles of the FCA and Financial Ombudsman Service
In Parliament, Gideon said Claire had raised wider concerns with the Financial Conduct Authority and had also taken individual issues to the Financial Ombudsman Service.
The FCA supervises regulated firms and can take action where its rules are breached. The Financial Ombudsman Service has a different role: it considers individual complaints using the facts and evidence of each case.
If a consumer accepts an Ombudsman’s final decision within the required timeframe, that decision becomes legally binding on the financial business.
What Can a Policyholder Do if Claims Handling Becomes a Concern?
If you are concerned about how an insurance claim is being handled, focus first on identifying the specific issue rather than assuming that every delay or disagreement amounts to misconduct.
- Keep copies of important correspondence, reports, photographs and settlement information.
- Ask the insurer to explain significant decisions and the policy wording relied upon.
- Keep a record of important telephone conversations and agreed actions.
- If you remain dissatisfied, use the insurer’s formal complaints procedure.
- Where appropriate, consider whether the Financial Ombudsman Service can review the complaint.
- For a complex or disputed property claim, consider whether professional claim support may be useful.
Our Property Insurance Claims Process guide explains the wider stages of an insurance claim and the information that may become relevant as it progresses.
How ILA Can Support a Difficult Property Claim
Independent Loss Adjusters works for policyholders when we are appointed to support an existing property insurance claim.
Depending on the circumstances, we can review relevant policy wording and evidence, help organise claim information, communicate with the insurer and consider proposed repair scopes or settlements.
Our role is not to assume that the insurer is wrong. Where there is a genuine area of disagreement, we can help identify the issue and present the policyholder’s position using the available evidence.
Professional representation does not guarantee that a complaint will be upheld, a rejection overturned or a particular settlement achieved.
Need Help With a Difficult Property Insurance Claim?
If you already have a property insurance claim and are concerned about the insurer’s position, evidence requirements, repair scope, delays or proposed settlement, Independent Loss Adjusters can provide free initial insurance claim advice.
If ILA is appointed, depending on the claim we can review relevant policy wording and evidence, help organise claim information, communicate with the insurer and review proposed repair scopes or settlements.
Professional claim support does not guarantee that a claim will be accepted, that a complaint will be upheld or that a particular settlement will be achieved. The outcome will depend on the policy wording, evidence and circumstances.
Our Insurance Claims Management page explains our service, scope and applicable fees.
For free initial insurance claim advice, call 0800 002 5178 or request a callback.
Primary source: Hansard – Prime Minister’s Questions, 17 April 2024.
Darren Carter
Head of Marketing & Technology, Independent Loss Adjusters
Posted by Darren - Over 15 years' experience in online marketing within the insurance claims sector and works with ILA's loss adjusters and claims professionals to turn practical claims knowledge into clear, useful guidance for policyholders.
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