Insurance firms: how to prepare to weather the seasonal complaints
3 June 2025
Summer brings a distinct shift in insurance claim trends, with a notable rise in travel, home, and auto-related incidents – and with the increase in claims, insurance firms should be ready for an increment in seasonal complaints.
Increased road travel leads to more auto accidents and breakdown claims, while vacations often result in a spike in travel insurance complaints, typically involving delays, cancellations, or lost luggage. Home insurance claims also rise due to summer storms, wildfires, and burglary risks as people leave their homes unattended.
Summer is also the peak travel season for the aviation industry, and with it comes a surge in passenger complaints and compensation claims. Higher passenger volumes, tighter flight schedules, and increased weather disruptions (such as thunderstorms or heatwaves) contribute to delays, cancellations, and overbookings.
These issues often lead to a spike in customer dissatisfaction and regulatory claims under passenger rights laws (like EU261 or DOT rules ). Additionally, claims for lost or delayed baggage rise during this period due to airport congestion and tighter connection times.
These seasonal pressures can overwhelm claims departments, leading to increased customer dissatisfaction if responses are delayed. Firms that anticipate these trends and streamline summer-specific claims processes can reduce complaints and enhance customer loyalty during peak periods.
What are the key contributors to the changes in complaint numbers?
Across the summer period, several factors contribute to a regular surge in claim and complaint volumes. Take a look at the summary below for a view of these factors
Home insurance
Common summer claims:
- Burglary and Theft: Homes left vacant during vacations are more prone to break-ins.
- Outdoor Risks: Fires from BBQs or injuries related to pools and trampolines may result in liability or property claims.
- Weather Damage: Summer storms, hail, lightning, and wildfires can cause major property damage.
Frequent complaints:
- Delays in inspections or payouts may occur due to high seasonal claim volumes.
- Disputes over coverage limits or depreciation of damaged items.
- Poor communication during the claim process.
Travel insurance and aviation
Common summer claims:
- Flight Delays & Cancellations: Increased travel congestion and summer storms often disrupt flights.
- Lost or Delayed Baggage: High passenger volumes increase the risk of mishandled luggage.
- Medical Emergencies Abroad: Heat-related illness or injuries during activities like hiking or swimming.
- Trip Cancellation or Curtailment: Illness, extreme weather, or airline strikes can force changes in plans.
Frequent complaints:
- Denied claims due to misunderstood exclusions (e.g., pre-existing conditions or insufficient documentation).
- Slow reimbursement for expenses such as hotel stays or alternative transportation.
- Confusion about coverage, especially for COVID-19, natural disasters, or civil unrest.
- Lack of 24/7 support during overseas emergencies.
Motor insurance
Common summer claims:
- Road Accidents: More vehicles on the road (due to holidays and road trips) increase accident risk.
- Breakdowns: Overheating engines, flat tyres, or battery issues spike in hot weather.
- Theft/Vandalism: Vehicles parked in unfamiliar or unsecured areas are more vulnerable to theft and vandalism during travel.
Frequent complaints:
- Delays in claim settlement during peak accident periods.
- Disputes over fault or liability in collisions, especially in unfamiliar or international locations.
- Issues with hire cars or breakdown cover, often related to policy misunderstandings.
Three key steps to managing summer surge in insurance claims and related complaints
With the seasonal challenges, it is critical for insurance firms to have a strategy to manage the increased volumes of insurance claims and complaints.
Here are key steps to ensure regulatory deadlines are met whilst maintaining customer loyalty and satisfaction.
- Strengthen Workforce Capacity
- Seasonal Staffing: Scaling up a temporary workforce in anticipation of increased demand provides protection against surges in demand.
- Cross-Training: Ensure staff are trained across multiple lines of business (e.g., home, motor, and travel) to improve flexibility and reduce processing delays.
- Expanded Support Channels: Extend contact centre hours and introduce live chat or virtual assistants to manage increased volumes.
- Enhance Claims Handling Efficiency & Customer Communication
- Streamline processes: Design processes that deliver correct outcomes with the greatest efficiency
- Proactive Messaging: Send out seasonal advice and coverage reminders before summer begins (e.g., home security during holidays, travel insurance limitations, extreme weather warnings).
- Real-Time Updates: Provide customers with SMS or email notifications to keep them informed of claim status or delays.
- Automate Processes for more accurate & efficient outcomes
- Utilise automated workflows to process high volumes of claims with optimal accuracy & efficiency
- Deploy AI technology to interpret customer correspondence & prioritise urgent or complex scenarios (e.g. vulnerable customers or medical emergencies abroad)
How to quickly upscale your complaints teams with experienced interim resource
Scalable and flexible resourcing solutions
At Momenta Group, we offer scalable and flexible resourcing solutions that enable firms to respond swiftly, manage risk effectively, and safeguard their reputation. Our experienced teams bring the right skills and expertise to support every stage of your journey.
Efficient business processes
We specialise in designing efficient business processes, ensuring fair customer outcomes, and advising on the optimal strategies to manage fluctuating operational demand.
Tailored technology drives efficiency, accuracy, and cost-effectiveness
Our tailored technology solution enhances efficiency, accuracy, and cost-effectiveness throughout the entire case lifecycle. Designed to scale with demand, it seamlessly adapts to increased complaint volumes, delivering responsive, precise support at every stage.
Get ahead with Momenta’s proven, trusted solutions
Momenta have a wealth of expertise in managing complaints and claims challenges across a variety of sectors. We have supported many firms through difficult times with our flexible resourcing models and operational delivery expertise, ensuring that firms can develop and execute efficient, controlled, and cost-effective strategies to manage surges in complaints and claims.
We can help you manage seasonal surges in claims and complaints by providing flexible resourcing, expert operational support, and scalable automation solutions.
Contact us to support your efforts in maintaining service levels, meeting regulatory deadlines, and enhancing customer satisfaction during peak periods.
Check out some of our case studies to see how we have delivered for our clients.