In 2025, the Insurance Ombudsman confirms a challenging year for the sector, with 9,429 requests for intervention. Intermediaries (brokers, agents and ancillary insurance intermediaries) are directly concerned, accounting for 1,058 requests, illustrating their key role in the relationship with consumers and the attention paid to service quality.
Among the reasons for intervention requests relating to intermediaries, delegated management by the insurer to the intermediary is the leading cause, representing 33% of the recorded cases.
The numbers to remember
2024 | 2025 | Evolution | |
|---|---|---|---|
Requests for intervention | 8.331 | 9.429 | +13% |
Intermediary cases | 895 (10,1% of requests) | 1058 (11,2% of requests) | +18% |
Analysed cases | 3736 (44,8% of requests) | 4409 (46,8% of requests) | +18% |
Resolved cases | 1915 (51,3% of requests) | 2171 (49,2% of requests) | +13% |
Referred to first line | +/- 25% | +/- 27% |
Beyond the increase in the number of intervention requests, these figures highlight the important role played by the Ombudsman in dispute resolution. In 2025, nearly one in two requests was subject to an in-depth analysis, and more than 2,100 cases resulted in a solution.
These results demonstrate that many disputes can be resolved when dialogue between the parties is restored and an independent review of the file is carried out. They also underline the importance of clear communication, thorough case follow-up and effective complaint handling.
Furthermore, more than a quarter of intervention requests were redirected to first-line handling. This suggests that a significant number of cases could have been addressed more quickly by the insurer or the intermediary concerned. It highlights the importance of having an accessible and efficient complaint management function, both for customer satisfaction and for preventing escalation.
Key concerns identified by the Ombudsman
The 2025 report highlights several recurring concerns: processing times, accessibility of sector players and the quality of information provided to consumers. Delays linked to certain expert assessment procedures also appear among the factors that may prolong claims settlement.
The Ombudsman also draws attention to the evolution of distribution and communication methods. The first cases involving artificial intelligence tools demonstrate that the use of new technologies does not relieve stakeholders of their obligation to properly inform clients, nor of their responsibility.
Key takeaways
The report reiterates that certain fundamentals remain essential: a comprehensive needs analysis, clear information on coverage and exclusions, and proper documentation of interactions with clients.
The Ombudsman’s recommendations reflect these concerns. In particular, it recommends further consideration of the use of a single expert in certain cases to accelerate claims settlement and reduce processing times. It also advocates for improved information for members of group insurance schemes upon termination of their affiliation, enabling them to make informed decisions.
For our sector, these findings emphasise the importance of proactive communication, robust needs analysis and proper documentation of client interactions. These are lessons that go beyond individual cases and should be taken into account in the further development of sector practices.
To explore these topics in greater depth, we also invite our members to consult the interview with the Insurance Ombudsman included in the Becobra 2025–2026 annual report.
