Your insurance company has turned you down. Don't accept it. Learn your rights, understand the complaints process, and get the compensation you deserve.
Quick Answer
If your insurance claim is rejected, you have rights under the Insurance Act 2015 and FCA ICOBS rules. Ask your insurer for a full written explanation within 8 weeks, escalate an internal complaint, and if unresolved within 8 weeks, take it to the Financial Ombudsman Service (FOS) — which is free and independent.
Ask your insurer in writing why they rejected your claim. They must provide a detailed explanation of how the policy wording applies to your situation within 8 working days.
2
Make a Formal Complaint
If you disagree, submit a formal complaint using their complaints form. They have 8 weeks to respond. If they uphold the rejection, ask for a detailed response letter.
3
Escalate to the FOS
If the insurer doesn't resolve it within 8 weeks or you're unhappy with their decision, refer your case to the Financial Ombudsman Service. It's free and independent.
What the Law Says
Legislation
Insurance Act 2015
Sets your consumer rights. Insurers must act fairly and with good faith. They cannot rely on vague policy wording to deny claims unfairly.
Regulation
FCA ICOBS Rules
Insurance Conduct of Business rules require insurers to handle claims promptly, keep you informed, and explain decisions clearly.
Regulation
FCA Consumer Duty
Insurers must act in good faith and fair dealing. If they reject a claim, they must act fairly — not hide behind technical policy wording.
Disputes
FOS Jurisdiction
The Financial Ombudsman Service can review insurance complaints for free if your insurer won't resolve it. Their decision is binding on the insurer.
Common Rejection Scenarios
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Non-Disclosure
Insurer claims you didn't disclose relevant information. Check if the question was clear and if you honestly answered it. If yes, they can't rely on non-disclosure unless it was deliberate.
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Exclusion Clause
They say the claim falls under an exclusion in the policy. Exclusions must be clear and brought to your attention. Ambiguous wording is interpreted in your favour.
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Misrepresentation
Insurer says you misled them. Under the Insurance Act 2015, they must show you acted recklessly or deliberately — careless mistakes don't automatically void a claim.
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Breach of Policy Conditions
Claim denied for failing to follow a policy condition (e.g. reporting theft within 24 hours). The insurer must prove the breach caused loss and that you are not entitled to cover.
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Waiting Period Not Met
Insurance is new and still in its waiting period. Check the policy — waiting periods must be disclosed. If you claim before it ends, escalate the decision if it wasn't clearly explained.
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Lack of Evidence
Insurer says you haven't provided enough proof. They must give you time to gather evidence and guide you on what they need. Generic refusals are not valid.
Frequently Asked Questions
Can an insurer reject a claim for any reason?+
No. Under the Insurance Act 2015 and FCA ICOBS, insurers can only reject claims if there is a genuine, valid reason that is clearly stated in the policy. They must act fairly and in good faith. Vague wording or technical loopholes are not valid grounds, especially if they weren't clearly communicated to you when you bought the policy.
How long do I have to complain?+
You must raise a formal complaint within a reasonable timeframe (usually 6 months to a year from when the problem occurred, though it varies). Once you lodge a complaint with the insurer, they have 8 weeks to respond. If they don't resolve it or you're unhappy after 8 weeks, you can take it to the FOS within 6 months of their final response letter.
What is the Financial Ombudsman Service (FOS)?+
The FOS is a free, independent service that resolves complaints between consumers and financial firms, including insurers. Their decisions are binding on the insurer (though not on you — you can reject their decision if you choose to pursue court action). The FOS can award compensation up to £430,000 in most cases.
Do I need a solicitor to challenge a claim rejection?+
No. You can challenge a rejection yourself by writing to the insurer, requesting a full explanation, and filing a complaint. If you're not confident, use FightingBack's Insurance tool to generate a complaint letter. Many cases are resolved without legal representation, especially through the FOS.
What if the insurer ignores my complaint?+
If they don't respond within 8 weeks, or if they refuse to handle your complaint, you can escalate to the FOS immediately. Keep records of all communication. The FOS takes non-responsive behaviour seriously and it strengthens your case.
Can I claim compensation for a wrongly rejected claim?+
Yes. If your claim should have been paid and the insurer wrongly rejected it, you can claim: (1) the original claim amount, (2) interest on that amount from the date you should have been paid, and (3) compensation for any financial loss or distress caused by their poor handling. The FOS can award compensation for non-financial loss as well.
Ready to Challenge Your Rejection?
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