Insurance claim refused? It isn't always final
Insurers sometimes refuse claims because of exclusions, policy wording or alleged non-disclosure — and the refusal isn't always right. We help you understand why a claim was refused and prepare a challenge.
Book a free 15-minute chatHow we can help
- Reviewing policy documents and key facts
- Explaining why the insurer refused the claim
- Helping you gather supporting evidence
- Preparing complaint letters
- Using the insurer's formal complaints process
- Helping with Financial Ombudsman Service complaints
- Explaining time limits and disclosure disputes
The details, in plain English
Check your policy first
Read what's covered, what's excluded, the excess, claim limits and conditions. Many disputes are resolved simply by identifying the section that supports your claim.
How to challenge a refusal
Three steps: ask the insurer to review the decision, then use their formal complaints process, then — if still unresolved — complain to the Financial Ombudsman Service.
Time limits
You normally need to complain to the Ombudsman within 6 months of the insurer's final response, and within 6 years of the event (or 3 years of becoming aware of a problem).
Non-disclosure
A common reason for refusal. The rules depend on when the policy was taken out — the Consumer Insurance (Disclosure and Representations) Act 2012 applies from 6 April 2013. If a clear question wasn't asked, you may be able to challenge the refusal.
What to gather
Strong, organised evidence makes everything easier. Where possible, it helps to have:
- Policy documents and key facts
- Claim forms and reference numbers
- Emails and letters with the insurer
- Receipts, invoices and photographs
- Medical or expert evidence
- Repair reports
What we don't do
We help you understand your policy and prepare your complaint. We don't give regulated financial or legal advice.
Frequently asked questions
Can I challenge an insurance claim refusal?
Yes. If you believe the insurer misunderstood the policy or made an incorrect decision, you can challenge it.
Do I need to complain to the insurer first?
Usually yes, before going to the Financial Ombudsman Service.
How long do I have to go to the Ombudsman?
Usually within 6 months of the insurer's final response.
Related services
Let's take the stress out of your paperwork.
Your first 15-minute chat is free. No jargon, no pressure — you stay in control.
Book a free 15-minute chat