While handling consumer disputes, the GIO team continuously examines the topics being raised by consumers. Between January – June 2026, several key trends emerged.
The trends outlined below reflect broader consumer experiences across the insurance industry and are not attributable to any single insurer.
Key Trends Identified
1. Incorrect AutoPlus/Dash Reports
Over the past few months, we have noticed more consumers contacting us after shopping around for new auto insurance. During the quoting process, they discover incorrect information in their AutoPlus/DASH report, most commonly an accident listed as “at fault” when they were unaware it had been reported that way.
Based on what we have seen, some claims appear to have been reported by a third-party insurer with fault assigned according to that insurer’s assessment, without the consumer’s insurer being notified or given an opportunity to review it. As a result, an at-fault accident may appear on the AutoPlus/DASH report under the “other losses” section, which can lead to higher insurance premiums for the consumer.
2. Misrepresentation Denials Due to Incorrect Address
We have observed an emerging trend where auto insurance claims are being denied because the address on the policy does not match where the vehicle is actually garaged. Insurers may consider this a significant change in risk, as insurance premiums can vary based on location.
In these cases, insurers may determine that the policy was issued using incorrect address information and state that the premium would have been different had the correct address been provided. As a result, the claim may be denied and the policy cancelled on the grounds of material misrepresentation.
3. Complaints Regarding Insurer Business Practices/Consumer Seeking Extra-Contractual Compensation
Over the past six months, we have seen an increase in complaints about how insurance companies handle claims and customer files. Consumers often feel their claim was not managed fairly or appropriately and are seeking guidance on whether the insurer’s actions were reasonable.
We have also seen more consumers seeking compensation beyond their policy coverage due to concerns about insurer conduct, such as lengthy claim delays or business practices they believe are unfair.
4. Policy Cancellations for Non-Payment
We continue to see a significant number of complaints related to policy cancellations for non-payment. While consumers often state they did not receive the cancellation notice, insurers generally provide proof that the notice was sent through the consumer’s preferred method of communication.
Photo: Glenn Carstens-Peters