Guides › Insurance Claims and Complaints › Insurer Delaying My Claim
Insurer Delaying My Claim
The FCA's rules say an insurer must handle claims promptly and fairly, give you reasonable guidance and updates, and settle promptly once terms are agreed. If it is dragging on, complain formally. The insurer has 8 weeks to give a final response; after that, or if you are unhappy with its answer, you can go to the Financial Ombudsman Service within 6 months.
At a Glance
Guide Disclaimer
Free guide only. This is a regulated financial matter, so we give free information and letter templates here but do not take these on as cases. We cannot tell you whether you are eligible for a refund or compensation.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company.
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
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
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
What the Ombudsman Can Award
The Ombudsman aims to put you back where you would have been without the problem, and may ask the business to compensate you 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
- PromptlySettle once terms are agreedPromptly, under the FCA's rules
Steps to Take
Step 1 of 4
Write down your claim reference, dates and every contact you have had.
Step 2 of 4
Make a formal complaint in writing about the delay and ask when you will get a decision. Our free letter templates can help.
Step 3 of 4
Keep a note of any extra costs or stress the delay causes you.
Step 4 of 4
If you have no final response after 8 weeks, or you are unhappy with it, go to the Financial Ombudsman Service within 6 months.
(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.
Report Concerns to the FCA
The FCA does not resolve individual complaints, but it uses reports about firms to act on conduct.
Want Help?
We do not take these complaints as cases, but our free letter templates can write your complaint for you, and the Financial Ombudsman Service is free.
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: 12 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
- 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
- financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/home-insurance/settling-home-insurance-claims Checked 12 October 2026