On 22 May 2015, the FCA published its thematic review report on the handling of insurance claims for small and medium-sized enterprises (SMEs). Its purpose was to understand whether claims from SMEs (who are often similar to retail consumers in terms of knowledge and experience) were being handled efficiently. The scope of the review (which was limited to first party non-motor claims) included 5 insurers, 10 insurance intermediaries and 19 loss assessing firms. Senior management and claims handlers were interviewed and files were reviewed at each firm. The FCA also engaged an independent research agency to conduct qualitative research with 100 SMEs that had made a claim. The key findings of the review included: (i) that SMEs had a poor perception of the claims experience, with some feeling they were not treated fairly; (ii) there was poor communication between the various parties handling the claim and with SMEs, regarding the progress of claims; and (iii) there were a number of occasions where there was inadequate cover in place to meet the loss. The FCA will engage with firms and senior figures in the insurance sector to discuss the review's findings with a view to improving the process for SME customers.