Insurance claim rejected? Challenge the decision with the right documents.

Points you may wish to consider

Complain to the insurance company first and give it a chance to review the decision.

For most complaints, the company normally has up to eight weeks to give you its final answer.

If the problem is still not resolved, the Financial Ombudsman Service may be able to look at the evidence and decide whether you were treated fairly.

Information that may help you explain your complaint

These are examples only. Other information may also be relevant.

• Policy schedule and full wording
• Claim form and supporting evidence
• Insurer’s rejection or settlement decision
• Expert reports, photographs and valuations
• Formal complaint and final response

Possible next steps

1. Use the insurance company’s exact reason for saying no.
2. Point to the parts of the policy you think matter.
3. Explain any evidence the company may have missed.
4. If the complaint is not resolved, check whether the Financial Ombudsman Service can help.