At Sabre we aim to deal with every complaint quickly and fairly, and to improve our service through meaningful interaction with our customers. The following data details the volumes of complaints reportable to the Financial Conduct Authority (FCA).
| Firm name: | Sabre Insurance Company Limited |
| Brands/trading names covered: | Sabre Insurance, Go Girl Insurance, DriveSmart, Insure 2 Drive, Sabre Direct Bike |
| Other firms included in this report (if any): | None |
Period: 1 January 2025 to 30 June 2025
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 2.38 | 590 | 588 | 69.05% | 30.44% | 38.27% | Other general admin/customer service |
| Consumer credit | 1.02 | 29 | 30 | 76.67% | 23.33% | 31.03% | Other general admin/customer service |
Period: 1 July 2024 to 31 December 2024
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 2.54 | 675 | 686 | 69.53% | 30.17% | 41.69% | Other general admin/customer service |
| Consumer credit | 1.58 | 46 | 47 | 76.09% | 25.53% | 30.43% | Other general admin/customer service |
Period: 1 January 2024 to 30 June 2024
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 2.38 | 681 | 695 | 56.55% | 42.01% | 48.63% | Other general admin/customer service |
| Consumer credit | 0.74 | 24 | 22 | 58.33% | 36.36% | 41.67% | Other general admin/customer service |
Period: 1 July 2023 to 31 December 2023
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 2.24 | 649 | 643 | 44.48% | 54.12% | 61.43% | Other general admin/customer service |
| Consumer credit | 0.73 | 19 | 19 | 68.42% | 31.58% | 47.37% | Disputes over sums/charges |
Period: 1 January 2023 to 30 June 2023
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 2.47 | 676 | 671 | 57.68% | 41.43% | 60.36% | Other general admin/customer service |
| Consumer credit | 0.31 | 8 | 8 | 87.50% | 12.50% | 75.00% | Disputes over sums/charges |
Period: 1 July 2022 to 31 December 2022
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.79 | 544 | 534 | 44.76% | 53.18% | 55.81% | Other general admin/customer service |
| Consumer credit | 0.09 | 3 | 3 | 100.00% | 0.00% | 66.67% | Disputes over sums/charges |
Period: 1 January 2022 to 30 June 2022
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.61 | 534 | 526 | 52.28% | 47.15% | 57.22% | Other general admin/customer service |
| Consumer credit | 0.07 | 2 | 2 | 100.00% | 0.00% | 50.00% | Disputes over sums/charges |
Period: 1 July 2021 to 31 December 2021
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.45 | 409 | 403 | 59.55% | 39.95% | 55.58% | Other general admin/customer service |
| Consumer credit | 0.17 | 6 | 6 | 83.33% | 16.67% | 41.67% | Other |
Period: 1 January 2021 to 30 June 2021
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.35 | 380 | 384 | 68.75% | 31.25% | 46.88% | Other general admin/customer service |
| Consumer credit | 0.38 | 12 | 12 | 100.00% | 0.00% | 41.67% | Disputes over sums/charges |
Period: 1 July 2020 to 31 December 2020
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.89 | 530 | 536 | 66.42% | 29.29% | 47.01% | Other general admin/customer service |
| Consumer credit | 0.28 | 11 | 11 | 100% | 0.00% | 45.45% | Disputes over sums/charges |
Period: 1 January 2020 to 30 June 2020
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.73 | 528 | 545 | 51.01% | 48.26% | 44.95% | Other general admin/customer service |
| Consumer credit | 0.83 | 29 | 29 | 48.28% | 51.72% | 51.72% | Disputes over sums/charges |
Period: 1 July 2019 to 31 December 2019
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.70 | 556 | 546 | 49.45% | 49.82% | 47.62% | Other general admin/customer service |
| Consumer credit | 0.06 | 6 | 6 | 66.67% | 33.33% | 33.33% | Disputes over sums/charges |
Period: 1 January 2019 to 30 June 2019
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.57 | 531 | 521 | 50.48% | 49.14% | 50.10% | Other general admin/customer service |
| Consumer credit | 0.16 | 14 | 14 | 7.14% | 92.86% | 14.29% | Disputes over sums/charges |
Period: 1 July 2018 to 31 December 2018
| Number of complaints opened by volume of business | |||||||
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.67 | 581 | 581 | 55.08% | 42.34% | 45.27% | Other general admin/customer service |
| Consumer credit | 0.30 | 26 | 26 | 76.92% | 19.23% | 50.00% | Disputes over sums and charges |
Period: 1 January 2018 to 30 June 2018
| Number of complaints opened by volume of business | |||||||
| Product / service grouping | Complaints opened per 1000 policies in force | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | 1.49 | 516 | 513 | 65.50% | 33.53% | 50.68% | Other general admin/customer service |
| Consumer credit | 0.15 | 13 | 13 | 92.31% | 7.69% | 38.46% | Disputes over sums and charges |
Period: 1 July 2017 to 31 December 2017
| Number of complaints opened by volume of business | |||||||
| Product / service grouping | Provision (at reporting date end) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | Per 1000 policies in force | 1.34 | 1.36 | 76.42% | 23.37% | 38.95% | Disputes over sums and charges |
Period: 1 January 2017 to 30 June 2017
| Number of complaints opened by volume of business | |||||||
| Product / service grouping | Provision (at reporting date end) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | Per 1000 policies in force | 1.40 | 1.44 | 71.74% | 27.08% | 41.50% | Other general admin / customer service |
Period: 1 July 2016 to 31 December 2016
| Number of complaints opened by volume of business | |||||||
| Product / service grouping | Provision (at reporting date end) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 3 weeks | Percentage upheld | Main cause of complaints opened |
| Insurance and pure protection | Per 1000 policies in force | 1.59 | 1.55 | 69.50% | 29.30% | 33.20% | Disputes over sums and charges |
Useful Resources
Sabre Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Registration number 202795.
Registration number 202795.