Guides › Insurance Claims and Complaints › GAP Insurance Claim Problems
GAP Insurance Claim Problems
GAP insurance pays the difference between your car's market value (paid by your motor insurer) and an agreed amount, such as what you still owe on finance, if the car is written off or stolen. Complaints include payouts that do not cover the gap, refused claims, mis-selling and no refund after cancelling.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
GAP Insurance
What It Covers
GAP insurance covers the difference between the vehicle's market value and an agreed amount, such as a car loan balance, if the vehicle is written off or stolen. Complaints include: the payment doesn't cover the difference; the claim was rejected; the policy was mis-sold; or you cancelled but didn't get a premium refund. source
Complaining
Complain to the Insurer First
You should first complain formally to the insurer. A business has 8 weeks to consider most complaints. If you have no final response within 8 weeks, or you are unhappy with it, you can refer the complaint to the Financial Ombudsman Service. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksInsurer's time to give a final response to a complaint8 weeks for most complaints
- 6 monthsRefer a complaint to the Financial Ombudsman ServiceWithin 6 months of the date on the insurer's final response
Steps to Take
Step 1 of 5
Get the motor insurer's settlement figure and your finance settlement figure.
Step 2 of 5
Ask the GAP insurer how it calculated the payment.
Step 3 of 5
If you think it was mis-sold, say why.
Step 4 of 5
Complain in writing. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 5 of 5
After 8 weeks, or a final response, go to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Insurer's Complaints Team
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
Good to Know
Small things that make your complaint stronger.
A low write-off valuation can also shrink the GAP payment, so challenge that first.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/motor-insurance/gap-insurance Checked 13 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026