Guides › Insurance Claims and Complaints › Insurer Rejected My Claim
Insurer Rejected My Claim
Insurers must handle claims promptly and fairly and must not unreasonably reject a claim. If your claim is rejected, complain formally to the insurer first. It 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 within 6 months of the final response.
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
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
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 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
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
- 6 yearsComplain to the insurerWithin 6 years of the problem, or 3 years of becoming aware of it
Steps to Take
Step 1 of 5
Ask the insurer to explain in writing why it rejected your claim, and which policy wording it relied on.
Step 2 of 5
Complain formally to the insurer in writing. Our free letter templates can write it for you.
Step 3 of 5
Keep the policy wording that applied when the damage or loss happened.
Step 4 of 5
Wait for the final response, or 8 weeks.
Step 5 of 5
Refer the complaint to the Financial Ombudsman Service within 6 months of the final response.
(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.
Good to Know
Small things that make your complaint stronger.
Ask for the final response in writing: the 6 months to go to the Ombudsman starts from its date.
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/insurance/home-insurance/settling-home-insurance-claims Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026