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Insurance Claims and Complaints
Insurers must handle your claim promptly and fairly, give you reasonable guidance and updates, and not unreasonably reject it. If you are unhappy, complain to the insurer first. If it has not given a final response within 8 weeks, or you disagree with it, you can take it to the free Financial Ombudsman Service, within 6 months of the final response.
At a Glance
Guide Disclaimer
This guide explains the published rules in plain English, with links to the official sources. We cannot tell you whether you are eligible for a refund, compensation or a successful claim. Nothing here promises that you will be paid. Whether you qualify depends on the facts of your own case and is decided by your bank, insurer or lender and, if you complain, the Financial Ombudsman Service. We give you the information and a letter to find this out for yourself.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company. We do not act for anyone, make claims for you or charge for this guide.
Your Rights
What the rules say, with a link to the official source for each.
How Insurers Must Treat You
Prompt and Fair Claims
The FCA's rules say an insurer must handle claims promptly and fairly, give you reasonable guidance to help you make a claim and appropriate updates on progress, not unreasonably reject a claim, and settle claims promptly once settlement terms are agreed (ICOBS 8.1.1R). source
Misrepresentation
For consumer policies, an insurer rejecting a claim because of a misrepresentation is generally unreasonable unless it was a 'qualifying misrepresentation': you failed to take reasonable care not to misrepresent, and the insurer can show it would not have written the policy at all, or only on different terms, without it. source
Breaching a Condition
Rejecting a claim because you breached a condition or warranty is generally unreasonable unless the circumstances of the claim are connected to the breach (for contracts on or after 1 August 2017, with exceptions in sections 10 and 11 of the Insurance Act 2015). source
Home Insurance Settlements
For home insurance, the aim of a settlement is generally to get you back to where you were before the loss or damage. The insurer decides how to settle, for example by repairing, replacing or paying cash, but the Financial Ombudsman Service expects it to consider your circumstances. 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
What the Ombudsman Looks at
If you complain, the Ombudsman looks at the policy wording in force when the damage happened, whether you were suitably advised, and the law, regulator rules, industry codes and good industry practice at the time. source
6 Months to Go to the Ombudsman
You have 6 months from the date on the final response to refer your complaint to the Ombudsman. After that it usually cannot help, unless exceptional circumstances (such as serious ill health or bereavement) stopped you, the insurer did not send a valid final response, or the insurer agrees. source
Time Limits
You usually need to complain to the insurer within 6 years of the problem happening, or within 3 years of becoming aware you had cause to complain, or of when you should reasonably have realised. source
What the Ombudsman Can Award
The Ombudsman aims to put you back where you would have been without the problem, and may award compensation for distress or inconvenience. 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
- 6 yearsComplain to the insurerWithin 6 years of the problem, or 3 years of becoming aware of it
- PromptlySettle once terms are agreedPromptly, under the FCA's rules
Where to Go If It Is Not Put Right
Free routes to escalate, 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.
Report Concerns to the FCA
The FCA does not resolve individual complaints, but it uses reports about firms to act on conduct.
Steps to Take
Step 1 of 7
Tell your insurer about the claim as soon as you can, in writing, and keep the claim reference. Ask what it needs from you.
Step 2 of 7
Keep evidence: photos, receipts, quotes, the policy documents and every message and call note.
Step 3 of 7
Ask for updates if you hear nothing. The insurer should give reasonable guidance and progress information.
Step 4 of 7
If it rejects or delays the claim, ask for the reason in writing and check it against your policy wording and the rules above.
Step 5 of 7
Make a formal complaint to the insurer, in writing. Say what you want and keep a copy.
Step 6 of 7
If you have no final response within 8 weeks, or you disagree with it, refer the complaint to the Financial Ombudsman Service within 6 months of the final response.
Step 7 of 7
If you are vulnerable or the delay is causing hardship, say so in your complaint.
(Tap the numbers to reveal steps)
Evidence and Your Letter
Gather your evidence, then build a letter you can send in minutes. This is a template you send yourself. It does not confirm that you are owed anything.
Evidence Checklist
0 of 6 gatheredTap each one when you have it.
CPUKLetter Generator
How This Works
- 1
Tick off the evidence you already have, and see what is still missing.
- 2
Answer the letter questions. Your answers fill in the wording for you.
- 3
Copy or download the letter, check every detail, and send it yourself.
A template, not legal advice.
Watch Out For
Common traps and scams to avoid.
Claims management firms or 'reclaim' services that take a fee or a cut for something you can do yourself for free through the insurer and the Ombudsman.
Cold calls or texts saying you were mis-sold insurance or are owed a refund, asking for card details or a fee up front.
Agreeing to a low cash settlement without checking what a repair or replacement would cost.
Missing the 6 month deadline after a final response, because you waited for a better answer. Diary the date.
Recent or changing rules: tap to read
Checked 8 October 2026 against the FCA Handbook (ICOBS 8), the Financial Ombudsman Service's time limits page and its home insurance settlement page. The Ombudsman's compensation limits, motor, travel, pet and other specific insurance rules, how insurers must treat late payment under the Insurance Act 2015, and the FCA's Consumer Duty were not covered in this guide. The FCA rule on rejecting claims for misrepresentation and breach of condition depends on when the contract was made. Review again by January 2027.
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.
Not sure where you stand? Try our action plan tool or the free letter templates.
Sources and official links
- handbook.fca.org.uk/handbook/icobs8 Checked 8 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 8 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/home-insuranc Checked 8 October 2026