In 2020 the FCA promised that publishing claims data would “improve transparency, highlighting where consumers may not be getting value from products.” It kept the promise — five publications, every insurer, every year. But every edition since has carried the same warning: the numbers may not be comparable. This site does what the spreadsheets can’t: it makes five years of household insurance data readable — and shows exactly which insurers deliver, and which don’t.
Policy Statement PS20/9 (September 2020) created the value-measures regime. The ambition was explicit — and it was the right one. No other public dataset lets a UK consumer see how often an insurer accepts claims.
“The publication of the value measures data will improve transparency, highlighting where consumers may not be getting value from products.”
“…increase competition between products on the basis of their value, create incentives for firms to improve the products they offer and improve transparency about the value of GI products.”
“Reporting and publishing value measures data… should incentivise firms to compete more on product quality and on a wider range of value indicators, rather than just price.”
The FCA has been admirably honest about its own dataset. Every publication warns that firms report inconsistently — the 2025 edition says so outright for home insurance acceptance rates, and the FCA has stood up an industry working group and a post-implementation review to fix it. The warnings are real. They are also, for a consumer opening the spreadsheet, the beginning and end of the user manual.
“Users of this data should apply caution if comparing the data for January to December 2022 with our previous publication covering June to December 2021… It is possible that reporting inaccuracies or inconsistencies may still exist between firms.”
“It is possible that reporting inaccuracies or inconsistencies may still exist between firms… Some movement to the data may be possible between publication cycles where firms identify and correct reporting errors.”
“For the time being, home insurance acceptance data should be used with caution and understanding that comparison between firms may not be like for like.”
“…we believe there are inconsistencies in how firms report claims acceptance data for home insurance and this means the rates should be used with caution.”
“We have set up an industry working group to further consider value measures issues, including reporting inconsistency… This year, we contacted 35 firms as part of this process, around half of which resubmitted data.”
The data exists — but it is published as five annual spreadsheets whose layouts, column orders and firm names change between editions, whose firm figures come only in 5-point bands, and whose numbers can shift after publication. Here is the evidence, straight from the files.
| Publication | Header row | Column order | Period quirk |
|---|---|---|---|
| Jul–Dec 2021 | row 4 | acceptance → frequency | 6 months only; firm names blank on continuation rows |
| 2022 | row 11 | acceptance → frequency | one 10-point band (“50 – 60%”) appears |
| 2023 | row 11 | acceptance → frequency | adds a period column mid-series |
| 2024 | row 6 | frequency → acceptance (swapped) | restates 2023 |
| 2025 | row 6 | frequency → acceptance | restates 2024 — differently |
| Metric (2024, market level) | 2024 publication | 2025 publication |
|---|
| Firm | Product | Year | Metric | First published | Later published |
|---|
These are the FCA’s exact market-level aggregates (not bands). Pick a product. Axes are deliberately zoomed to the data’s range so real movement is visible — every chart says where its axis starts.
Rank every insurer by claims-acceptance band midpoint, take the top 25% and bottom 25%, and average each group. The result is the single most important pattern in this dataset: excellence is stable — top-quartile insurers accept roughly 19 in 20 claims, year after year. The market average is falling because the bottom quartile is falling.
Each lozenge is the FCA’s published acceptance band for 2025 — drawn as a band, because that is what the FCA publishes. Blue marks the top quartile, orange the bottom quartile. Search for your insurer.
One bad year can be weather. Four or five consecutive years in the same quartile is a track record. These firms sat in the top or bottom quartile in at least four of the five periods (product: buildings & contents combined; toggle for others).
The full record, rebuilt from all five publications into one grid per product — the table the spreadsheets never gave you. Cells show the FCA’s published acceptance band; colour tracks the band midpoint. Hover any cell for complaints and payout bands.