Insurers reject claims for reasons that range from genuinely solid to genuinely wrong. The only way to tell which is which is to actually check.
Understand exactly why it was rejected
Your insurer must give you a clear reason for rejecting a claim. Identify the specific policy term, exclusion or condition cited, and locate that exact wording in your own policy document — not just the summary version often quoted in the rejection letter.
Check whether the reason actually applies to your situation
Exclusions are sometimes applied more broadly than they're actually worded, or based on an incomplete picture of the facts. Compare what the insurer says happened against your own timeline and evidence, and note any factual gap.
Submit additional evidence, not just a complaint
If you have evidence the insurer didn't have when they made the decision — an independent report, additional photos, documentation that contradicts their stated reason — submit it formally and ask for the decision to be reviewed in light of it, rather than simply restating that you disagree.
Use the insurer's formal complaints process
Every UK insurer must have a complaints procedure, and must generally issue a final response within 8 weeks of a complaint being made. Put your complaint in writing, reference your policy and claim numbers clearly, and state exactly what outcome you're seeking.
The Financial Ombudsman Service — when and how
If you're not satisfied with the insurer's final response, or 8 weeks pass without one, you can refer the complaint to the Financial Ombudsman Service (FOS) free of charge. FOS is independent of the insurance industry and can review the case in full, including the same evidence and any new information you've gathered.
Sources
Related Kibbo Tools
- Insurance Denial & Coverage Dispute Generator — draft your formal dispute letter to the insurer.
- Insurance Claim Denial Review Checklist — work through the rejection systematically before deciding how to respond.