A rejected claim isn’t always the final word. Insurers must explain their decision, and you have a free route to challenge it.
Key things to know
- Ask the insurer to explain the rejection in writing, with the policy wording it relies on.
- Complain formally if you disagree; insurers generally have eight weeks to send a final response.
- You can then refer the complaint to the Financial Ombudsman Service for free, usually within six months.
- Insurers can only rely on non-disclosure in certain circumstances under consumer insurance law.
Insurers sometimes reject claims for good reasons, and sometimes get it wrong. The process for challenging a decision is straightforward.
Step 1: Understand the reason
Ask for the rejection in writing, including the policy terms the insurer is relying on. Common reasons include:
- the event isn’t covered, or falls under an exclusion
- the damage happened gradually, such as wear and tear
- information on the application was wrong or missing
- the policy conditions weren’t met, such as security requirements
Step 2: Complain
If you disagree, make a formal complaint. Explain why you think the decision is wrong, quote the policy wording where it helps, and include evidence.
| Stage | Typical timescale |
|---|---|
| Insurer’s final response | Within eight weeks of your complaint |
| Referral to the Financial Ombudsman | Usually within six months of the final response |
Step 3: The Financial Ombudsman Service
If the insurer doesn’t resolve your complaint, or eight weeks have passed, you can refer it to the Financial Ombudsman Service. It’s free, independent and can require the insurer to put things right.
When application mistakes are involved
Under the Consumer Insurance (Disclosure and Representations) Act 2012, consumers must take reasonable care not to misrepresent facts. If a mistake was honest and reasonable, the insurer generally can’t refuse the claim because of it. If it was careless, the insurer’s remedy should reflect what it would have done had it known, such as charging a higher premium.
Worth doing
Keep a copy of every document, including your original application or the answers you gave online. It’s key evidence if a disclosure question arises.
Watch for
Avoid paying a claims management company before you’ve tried complaining yourself. The route is free and designed to be used without professional help.
Moving forward
Most disputes are resolved at the complaint stage or by the Ombudsman. For larger claims, a loss adjuster may be involved, so it’s worth knowing their role. Our guide to making a claim covers how to prepare the strongest claim from the start.
Questions answered
Can an insurer refuse a claim because I made a mistake on my application?
Under the Consumer Insurance (Disclosure and Representations) Act 2012, the remedy depends on whether the mistake was careless or deliberate, and what the insurer would have done if it had known.
Do I need a solicitor or claims company?
No. Complaining to your insurer and the Financial Ombudsman is free, and you can do it yourself.
What can the Ombudsman award?
It can tell the insurer to pay the claim, change its decision or pay compensation for distress and inconvenience.
This guide is general information, not financial or insurance advice. Policies differ, so always read your own policy documents and check with your insurer. If you have a complaint, your insurer’s complaints process and the Financial Ombudsman Service can help.