The group's super-complaint - which is an action by a consumer body when a large number of customers are affected - says the home and travel insurance sectors are "broken". highlighted cases including an insurer initially refusing to pay out for a cancelled holiday, because the trip had technically started before the flight was turned back after two hours. Rocio Concha, director of policy at Which?, said that serious failings in the travel and home insurance markets had been "tolerated for too long" by the insurance industry and the regulator, the Financial Conduct Authority (FCA). Refused insurance claimsMillions of people across the UK take out insurance policies they hope they will never need to draw on. said that 99% of car insurance claims were upheld, but acceptance rates fell to 63% of buildings insurance claims and 80% of travel insurance claims.