Hear what customers are telling you, while you can still act.
Complaints, our module in CoVi Analytics, sorts each complaint by source and root cause, against your appetite and linked to the incident or wording behind it.
Shown on Halden, our fictitious Lloyd's managing agent. See how Halden runs it
What are customers telling us?
- 142Complaints in 2026
- 22%Upheld, amber from 20%
- 91%Closed in 8 weeks
- UAE fronting partner35% upheld · 41 days to closeOutside
- US fronting carrier21% upheld · 28 days to closeApproaching
Lloyd's and the FCA are looking hard at how claims are handled.
Our reading: the top cause of complaints is a delayed claim. That makes complaints an early sign that a claims process, or a partner, is slipping.
- 2026 · Lloyd'sLloyd's will keep a "Continued focus on delegated claims handling services".Source: Lloyd's Market Oversight Plan 2026, Claims Management (opens in a new tab)
- 1 Jan 2026 · Lloyd'sClaims Management became a hurdle Principle: a syndicate's category cannot be higher than its lowest hurdle rating.Source: Lloyd's, Summary of revisions to Claims Management Principle, November 2024, slide 7 (opens in a new tab)
- Feb 2026 · FCAThe FCA will "expand our review of firms' oversight of outsourced claims processes, to include different delegated authority models", with findings in early 2027.Source: FCA, Regulatory Priorities: Insurance, February 2026 (opens in a new tab)
What you get
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See why complaints are rising, not only how many came in.
Each complaint is tagged by source and root cause the same way every month, and linked to the incident behind it.
- Today
- A monthly count and a turnaround time
- With CoVi Analytics
- Each source, its cause and its incident
Halden's complaints report, January to September 2026.
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Find the partner driving your upheld rate.
Split by source, a firm-wide rate stops hiding the outlier, and its days to close sit beside it.
- Today
- One firm-wide upheld rate
- With CoVi Analytics
- Upheld rate and days to close by source
Where they come fromHalden · 4 sources- UAE fronting partner34 complaints · 41 days to close35% upheld
- US fronting carrier19 complaints · 28 days to close21% upheld
- Coverholders58 complaints · 24 days to close18% upheld
- Open market31 complaints · 19 days to close13% upheld
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Hold complaints against the limit the board set, any day.
Upheld complaints are an indicator on the appetite board, with an amber mark at 20% and a limit at 30%.
- Today
- Seen when the pack turns red
- With CoVi Analytics
- Seen at amber, any day
On the appetite boardHalden · Complaints upheld- Complaints upheld22% · amber from 20%, limit 30%Approaching
- Closed within eight weeksThe FCA deadline91%
- Referred to the Ombudsman2026 to 30 September4
Fix complaints at the source, not one letter at a time.
Each complaint leads to the partner, incident or wording behind it, so the fix reaches the cause.
Bring your complaints log. See where they start.
Tell us where your complaints come from today, and leave knowing where to start.
We'll walk you through how it all comes together with Halden.