On 27 June 2013, the Financial Conduct Authority (FCA) published a review focussing on the way in which mobile phone insurance firms design products and handle customer claims.
The FCA commented that whilst mobile phone insurance could be useful, it had found examples of poor practice in a number of areas:
- Elements of the product were not designed to meet customer needs.
- Some terms and conditions were unclear and unfair.
- There were examples of poor claims and complaints handling.