Guides › Insurance Claims and Complaints › Income Protection Claim Refused or Stopped
Income Protection Claim Refused or Stopped
Income protection complaints are often about claims not accepted or stopped after a review. The Financial Ombudsman decides whether you are unable to work as defined by your policy, such as "own occupation", using the medical evidence. Complain to the insurer, then the Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Income Protection Claims
How Claims Are Judged
Complaints include claims not accepted and claims stopped after a review. The Ombudsman decides whether you're unable to work as defined by the policy; it is not a medical body and relies on expert evidence. Some policies pay only if you cannot do any occupation, others cover your 'own occupation' (the role you had just before you became disabled). The deferred period is how long you must be off work before benefit starts. Payouts are based on pre-disability income, so be accurate about income when you buy. source
Your Rights
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
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
Ask for the decision and the definition used in writing.
Step 2 of 5
Get reports from your doctors about what you cannot do.
Step 3 of 5
Check your deferred period.
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.
Keep sending fit notes and updates while a claim is reviewed.
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/medical-insurance/income-protection-insurance Checked 13 October 2026
- handbook.fca.org.uk/handbook/icobs8 Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026