If your claim has been rejected and you think it’s unfair, there are things you can do to address the problem.

Why might your claim be rejected?

Did You Use A Broker?

If you bought your policy through an insurance broker, they might make your complaint for you – it’s worth asking, to save yourself the hassle.

There are a number of reasons why a claim could be rejected.

  • Incorrect information – if you gave wrong information at any stage (for example, about how something got damaged), it could affect your claim
  • Lack of due care – for example, leaving valuables on display in your car or your mobile phone on the bus may mean you’re not covered under the terms of the policy
  • You didn’t take reasonable care to answer all the questions on the application truthfully and accurately – for example you might not have told the company about a pre-existing medical condition or a criminal conviction

If you are not happy with the reasons the insurance company give for rejecting your claim, you have a right to complain.

What to do if you feel your claim shouldn’t have been rejected

Check your policy documents

Check the details of your policy to see if the facts fit the reason for the rejection.

What to do if you feel your claim shouldn’t have been rejected

Check your policy documents

Check the details of your policy to see if the facts fit the reason for the rejection.

  • Check you gave all the correct details in the beginning.
  • Note down or highlight the exact wording in your policy that says you’re covered – you’ll need it later.
  • If the wording is ambiguous or poorly explained, note that down too. Your insurance company is duty-bound to give you clear information.
  • New rules state that an insurance company can’t reject your claim if you took reasonable care to answer all their questions honestly and to the best of your knowledge. If your insurer didn’t ask for information they now say you should have voluntarily disclosed, note that down too.

Then find any other documentation that relates to your policy. For example, if you sent your insurance company a letter advising them of a change in your circumstances (this is your responsibility), try to find a copy of the letter.

Contact the insurance company

Once you’ve taken a look at your policy, it’s time to get in touch with the insurance company. You can phone the company and speak to their complaints handlers or write a formal letter of complaint and send it to the contact given in the company’s complaints procedure.

How to write a formal complaint letter

Follow the tips below to write your letter of complaint:

  • Mark the letter ‘complaint’ clearly at the top
  • Put the date on the letter
  • Give your name and policy number
  • Explain your complaint clearly, stating why you think your claim should not have been rejected
  • Include any evidence you have to support your complaint
  • Say what you would like the company to do to put things right
  • State that if you are unhappy with the company’s response you will take the matter to the Financial Ombudsman Service (see below)

Get an independent assessment

If the problem is technical or specialist – for example, if your insurer is arguing that damage to your property was as a result of wear and tear and you’re arguing that it was accidental damage – it may help to get an independent assessment. Get a loss assessor (sometimes called a loss adjuster) in to look at the damage and send their report to the insurance company as evidence. They will charge a fee for representing you.

Even if it doesn’t change the insurance company’s mind, it may be useful information to have later on.

Source: https://www.moneyadviceservice.org.uk/en/articles/what-to-do-if-your-insurance-claim-is-rejected