What can I do if my insurance claim is declined?
If your claim is declined, ask the insurer to explain the decision in writing and the policy terms it relied on. You can provide further medical or other evidence if you think something has been missed. If you still disagree, you can make a formal complaint to the insurer and, if that does not resolve it, refer the matter to the Financial Ombudsman Service free of charge.
Understand why the claim was declined
Common reasons include the condition not meeting the policy definition, an exclusion applying, or information on the original application being incorrect or missing. The insurer should explain which applies.
Provide further evidence
If you believe relevant information was not considered, such as a specialist report or updated test results, send it to the insurer and ask them to review the decision.
Make a complaint
If you are unhappy with the outcome, you can complain to the insurer. They should acknowledge your complaint and send a final response within the timescales set by the regulator.
The Financial Ombudsman Service
If the insurer's final response does not resolve the matter, or it has not responded in time, you can ask the Financial Ombudsman Service to look at it. The service is free and independent, and your adviser or someone you trust can help you with the process.
This article is general information about UK protection insurance, not personalised financial advice. Policy terms vary between insurers and products, so always check your own policy documents.
Last updated 27 October 2026