Last reviewed March 2026 — LetterSure editorial team
Had an insurance claim rejected or received a settlement offer that seems unfair? You have the right to challenge it. Here is how to write a formal complaint letter that gets your case reviewed properly.
Yes — all regulated insurance companies in the UK must have a formal complaints process. If you believe your claim has been wrongly rejected, your settlement offer is too low, or you have been treated unfairly, you have the right to complain formally and have your case reviewed.
If your complaint is not resolved within 8 weeks you can escalate to the Financial Ombudsman Service — a free, independent service that can require insurers to pay claims, increase settlements, and pay compensation. Their decisions are binding on the insurer.
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Your claim has been rejected but you believe it falls within your policy cover.
Low settlement offer
Your insurer has offered a settlement significantly below the value of your loss or damage.
Accused of non-disclosure
Your insurer is claiming you failed to disclose information you were not asked about or did not consider relevant.
Unreasonable delays
Your insurer is taking an unreasonably long time to process or settle your claim.
Unfair renewal premium
Your renewal premium has increased significantly without adequate explanation or justification.
Policy cancelled unfairly
Your policy has been cancelled or voided in circumstances you believe are unfair.
Your name, address and policy number
Include your full contact details and policy or claim reference number.
What decision you are complaining about
State clearly whether you are challenging a rejected claim, a low settlement, or another issue.
Why you believe the decision is wrong
Set out your grounds clearly and specifically — reference your policy wording where relevant.
Supporting evidence
Photos, receipts, valuations, correspondence, or any other evidence supporting your case.
What outcome you want
A full claim payment, an increased settlement offer, or a review of the decision.
A deadline
Give them 8 weeks to resolve your complaint before you escalate to the Financial Ombudsman.
If your complaint is not resolved within 8 weeks, or if you receive a final response you are unhappy with, you can refer your case to the Financial Ombudsman Service. You must do this within 6 months of receiving the insurer's final response letter.
The Financial Ombudsman Service is free for consumers and its decisions are binding on the insurer. Keep copies of all correspondence, your policy documents, and any evidence supporting your claim throughout the process.
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Can I challenge a rejected insurance claim?
Yes. All regulated insurance companies must have a formal complaints process. If you believe your claim was wrongly rejected, complain formally. If not resolved within 8 weeks you can escalate to the Financial Ombudsman Service, which is free and independent.
What are valid grounds for complaining about an insurance decision?
Valid grounds include a claim rejected without valid reason, a settlement lower than the value of your loss, being accused of non-disclosure when you provided accurate information, unreasonable delays, or an unfair renewal premium increase.
How long does an insurer have to respond to a complaint?
Insurance companies must acknowledge your complaint within 5 working days and provide a final response within 8 weeks. If they do not, you can escalate to the Financial Ombudsman Service.
What is the Financial Ombudsman Service?
A free, independent service that resolves disputes between consumers and financial businesses including insurers. If they find in your favour they can require the insurer to pay your claim, increase a settlement, or pay compensation. Their decisions are binding on the insurer.
How long do I have to go to the Financial Ombudsman?
You must refer your complaint within 6 months of receiving your insurer's final response letter. You must normally exhaust the insurer's own complaints process first.
This guide is for general information only. LetterSure letters are personal correspondence drafts and do not constitute legal advice. For legal matters consult a qualified solicitor at solicitors.lawsociety.org.uk.