Consumer watchdog Which? has analysed data from the Financial Conduct Authority and highlighted six insurers with claims acceptance rates of less than 55% for some of their home insurance products. It said this flew in the face of the regulator’s requirement that carriers delivered good outcomes for customers.

Rocio Concha, director of policy and advocacy at Which?, said: “When home insurance customers take out a policy, they don't expect to have to claim - let alone face a protracted ordeal with their insurer just to get justice.

“That customers who've been through hellish ordeals, such as a fire in their house, are still battling with their insurers long after the event is extremely concerning.

“The FCA's requirements on insurers have been clear for some time: firms must deliver good outcomes for customers, especially those in vulnerable circumstances. Our research suggests that some firms aren't following these requirements - and the regulator shouldn't hesitate to take action against those falling short.”

Dr Matthew Connell (pictured), director of policy and public affairs at the Chartered Institute of Insurers, added: “

“Supporting good customer outcomes goes to the heart of what it means to be a member of the insurance profession, and is central to building public trust and confidence. The latest research conducted by Which? shows that failing to communicate clearly with potential customers at the point an insurance product is purchased can lead to disappointment and frustration when a claim is made.”

He continued: “The evidence from the CII’s Public Trust Index clearly shows that there is an expectation gap between consumers and insurers that needs to be filled, and all firms should consider what action they might take in light of these and other examples of poor customer service to build trust and benefit society more generally.”