On 22 May 2014, the Financial Conduct Authority in the UK (FCA) published its thematic review report on insurers' management of claims relating to household insurance (both buildings and contents) and retail travel insurance. The FCA found that 64% of policyholders surveyed were satisfied or very satisfied with how their claim was handled. While acknowledging this positive outcome, the FCA identified key issues when considering how to increase customer satisfaction. These include (a) communication and ownership throughout the claim and (b) clarity of product documentation.