The FCA’s 2025 value measures data covers 33 travel insurers. 3 of them (Booking.com Distribution B.V, Hiscox, White Horse Insurance) sit in the highest claims acceptance band reported, 95 to 100%, while the lowest band reported was 60 to 65%. The table ranks every reporting insurer on the regulator’s own bands.
TL;DR · LAST REVIEWED 07 September 2026
- The FCA publishes claims acceptance, frequency, payout and complaints bands for every travel insurer with over 3,000 policies; the table ranks all 33.
- Acceptance bands run from 60 to 65% to 95 to 100%; read them with complaints per claim, not alone.
- Price is not in the data and does not track with it; shortlist on claims record, then compare quotes and terms.
- Declined claim: written reasons, insurer complaint, then the Financial Ombudsman Service, free of charge.
KEY FACTS
- 33 travel insurers reported 2025 FCA value measures data for travel insurance
- Claims acceptance bands: 60 to 65% (lowest reported) to 95 to 100% (3 insurers in the top band)
- Data covers calendar year 2025, published July 2026
- Lowest complaints band: Booking.com Distribution B.V at 0 to 5%
- Data: FCA General Insurance Value Measures 2025 (firm-level), published 21 July 2026
How UK travel insurance providers compare on FCA claims data, 2025
The Financial Conduct Authority requires every insurer with more than 3,000 policies and 400,000 pounds of premium in a product to report four value measures each year: the share of claims accepted, how often policyholders claim, the average amount paid on an accepted claim, and complaints about claims as a share of claims made. The 2025 figures were published in July 2026. This is the only like-for-like, regulator-collected comparison of travel insurance providers that exists, and it is what the table below is built from. The FCA publishes firm-level figures as bands rather than exact percentages, so the table shows the bands exactly as reported, ranked by acceptance band and then by complaints band.
| # | Insurer | Claims accepted | Claims frequency | Average payout | Complaints per claim |
|---|---|---|---|---|---|
| 1 | Booking.com Distribution B.V | 95 to 100% | 25 to 30% | £0 to 500 | 0 to 5% |
| 2 | Hiscox | 95 to 100% | 5 to 10% | £8000 to 8500 | 0 to 5% |
| 3 | White Horse Insurance | 95 to 100% | 0 to 5% | £1500 to 2000 | 0 to 5% |
| 4 | AXA PPP Healthcare | 90 to 95% | 10 to 15% | £3000 to 3500 | 0 to 5% |
| 5 | Astrenska Insurance | 90 to 95% | 5 to 10% | £1500 to 2000 | 0 to 5% |
| 6 | NATIONAL FARMERS UNION MUTUAL INSURANCE SOCIETY(THE) | 90 to 95% | 5 to 10% | £3000 to 3500 | 0 to 5% |
| 7 | Open Insurance Services | 90 to 95% | 10 to 15% | £0 to 500 | 0 to 5% |
| 8 | Starr International (Europe) | 90 to 95% | 5 to 10% | £1000 to 1500 | 0 to 5% |
| 9 | Pier Insurance Managed Services | 90 to 95% | 5 to 10% | £500 to 1000 | 5 to 10% |
| 10 | AMERICAN INTERNATIONAL GROUP | 85 to 90% | 5 to 10% | £1000 to 1500 | 0 to 5% |
| 11 | AWP P&C S.A | 85 to 90% | 5 to 10% | £1500 to 2000 | 0 to 5% |
| 12 | AXA XL | 85 to 90% | 0 to 5% | £1500 to 2000 | 0 to 5% |
| 13 | AXIS Managing Agency | 85 to 90% | 25 to 30% | £0 to 500 | 0 to 5% |
| 14 | Hamilton Insurance Designated Activity | 85 to 90% | 90 to 95% | £0 to 500 | 0 to 5% |
| 15 | INSURE & GO INSURANCE SERVICES | 85 to 90% | 5 to 10% | £1500 to 2000 | 0 to 5% |
| 16 | Liverpool Victoria | 85 to 90% | 5 to 10% | £500 to 1000 | 0 to 5% |
| 17 | Vitality Health | 85 to 90% | 0 to 5% | £1500 to 2000 | 0 to 5% |
| 18 | ALLCLEAR INSURANCE SERVICES | 85 to 90% | 5 to 10% | £3500 to 4000 | 5 to 10% |
| 19 | Accelerant Insurance | 85 to 90% | 15 to 20% | £1000 to 1500 | 5 to 10% |
| 20 | Canopius Managing Agents | 85 to 90% | 35 to 40% | £2500 to 3000 | 5 to 10% |
| 21 | U K Insurance | 85 to 90% | 10 to 15% | £500 to 1000 | 5 to 10% |
| 22 | Aviva Insurance | 80 to 85% | 5 to 10% | £1000 to 1500 | 0 to 5% |
| 23 | GIGASURE SERVICES | 80 to 85% | 10 to 15% | £500 to 1000 | 0 to 5% |
| 24 | Arch Insurance (UK) | 80 to 85% | 0 to 5% | £1000 to 1500 | 5 to 10% |
| 25 | EUI | 80 to 85% | 0 to 5% | £1000 to 1500 | 10 to 15% |
| 26 | Red Sands (Europe) | 80 to 85% | 5 to 10% | £1500 to 2000 | 10 to 15% |
| 27 | Endurance Worldwide Insurance | 75 to 80% | 15 to 20% | £500 to 1000 | 0 to 5% |
| 28 | Europ Assistance SA | 75 to 80% | 5 to 10% | £500 to 1000 | 0 to 5% |
| 29 | Great Lakes Insurance | 75 to 80% | 5 to 10% | £1500 to 2000 | 5 to 10% |
| 30 | Zurich | 70 to 75% | 5 to 10% | £500 to 1000 | 0 to 5% |
| 31 | Chubb European Group SE | 70 to 75% | 5 to 10% | £1000 to 1500 | 5 to 10% |
| 32 | Inter Partner Assistance SA | 70 to 75% | 0 to 5% | £1500 to 2000 | 5 to 10% |
| 33 | Cover Genius | 60 to 65% | 5 to 10% | £500 to 1000 | 0 to 5% |
Products reported: Travel - annual european (All), Travel - annual worldwide (All), Travel - single trip (Add-on), Travel - single trip (Stand-alone). Where an insurer reports more than one variant, the main product variant is shown. Figures are calendar year 2025 and describe what happened to existing customers; they are not a prediction of how any policy sold today will perform.
Reading the four measures together
Claims acceptance is the share of registered claims that were paid in full or in part. A high figure means few claims were declined, but it says nothing about how much was paid. Claims frequency is claims per 100 policies; a low figure can mean a healthy book or a policy that customers find hard to claim on. Average payout shows the typical settlement; for travel insurance it is shaped by the cover limits and excesses in the book as much as by the insurer. Complaints per claim is the sharpest signal of how claims handling felt to customers. The FCA itself cautions that no single measure should be read in isolation, and that business mix, product age and target market all move these numbers.
What drives the price of travel insurance
Price is not in the FCA data, and the two do not move together: some of the cheapest policies sit mid-table on acceptance, some of the most expensive at the bottom. The main pricing factors for travel insurance are destination (worldwide including USA costs most), trip length, age, declared medical conditions, cover type (single trip versus annual multi-trip), and add-ons such as winter sports, cruise and gadget cover. Quotes for the same person can vary by a factor of two or more between insurers because each weights these factors differently, which is why the regulator’s claims data is worth reading alongside price rather than instead of it.
What to check in a travel insurance policy before the price
The measures above describe outcomes, and outcomes come from policy terms. Before comparing premiums, read medical expenses limit and whether repatriation is included, cancellation limit against what you have paid, excess per section, the definition of pre-existing condition and the declaration window, and whether the policy is EHIC or GHIC conditional in Europe. These terms explain most of the gap between the insurers at the top and bottom of the table: a policy that is easy to claim on will show higher acceptance and lower complaints, whatever it costs.
Making a claim and what to do if it is declined
Report the incident within the policy’s notification window, keep receipts and evidence, and answer the insurer’s questions in writing where possible. If a claim is declined or the settlement is lower than expected, ask for the decision in writing with the policy clause relied on, then complain to the insurer, which has eight weeks to give a final response. After that, or if the response is unsatisfactory, the Financial Ombudsman Service investigates free of charge and its decisions bind the insurer. In 2025 the Ombudsman upheld a substantial share of general insurance complaints, and the FCA’s Consumer Duty requires insurers to handle claims fairly and promptly, which is the standard to hold them to.
How to use this data with Kael Tripton’s guides
This page is an independent editorial ranking of regulator data. Kael Tripton takes no commission on FCA-regulated products, runs no quote line and does not recommend a provider. Use the table to shortlist insurers whose claims record you are comfortable with, then obtain quotes directly or through a broker, and compare the policy terms above line by line. The travel insurance hub holds the related guides on cover types, exclusions and claims.
RELATED GUIDES
DISCLAIMER
FCA value measures describe 2025 outcomes for existing customers and are not a prediction for any policy sold today. Information only, not advice; Kael Tripton is not FCA-authorised and takes no commission on regulated products.
Frequently asked questions
Which travel insurers accept the most claims?
In the FCA’s 2025 data, 3 of 33 insurers (Booking.com Distribution B.V, Hiscox, White Horse Insurance) reported acceptance in the top band, 95 to 100%. The FCA publishes bands rather than exact figures.
Is this data a recommendation?
No. It is the FCA’s published record of what happened to 2025 claims. Kael Tripton does not recommend providers or take commission on FCA-regulated products.
Why is claims frequency useful?
It shows how often customers actually claim. Very low frequency can indicate a policy that is hard to claim on or that customers do not understand, which is why the FCA reads it alongside acceptance and complaints.
Where does the data come from?
Insurers report it to the FCA under its value measures rules (PS20/9). The FCA validates and publishes it annually; the 2025 figures were published on 21 July 2026.
What if my claim is declined?
Ask for the decision and policy clause in writing, complain to the insurer (eight-week deadline), then take it to the Financial Ombudsman Service, which is free and binding on the insurer.
SOURCES
- FCA: General insurance value measures data 2025 (published 21 July 2026) – accessed 07 September 2026
- FCA: GI value measures 2025, underlying data (XLSX) – accessed 07 September 2026
- FCA PS20/9: General insurance value measures reporting and publication – accessed 07 September 2026
- Financial Ombudsman Service – accessed 07 September 2026
- Association of British Insurers: industry data – accessed 07 September 2026
