Being told your claim will not be paid is frustrating, especially after a loss. But insurers sometimes decline claims they should pay, or offer less than the loss. These steps help you respond clearly and in time.
1. Read the decline letter closely
The letter should say why the claim was declined — usually an exclusion, a policy condition or a disclosure issue. Note the exact reason and any deadline it mentions.
2. Get the full policy wording
The schedule is not enough. Ask for the full policy, including exclusions, conditions and any endorsements. Disputes often turn on the exact words.
3. Check what you disclosed
Insurers sometimes rely on non-disclosure. Gather your proposal form and anything you told the insurer or broker when the cover started or was renewed.
4. Keep evidence of the loss
Photos, assessors’ reports, police abstracts, receipts and repair quotes all support your claim. Keep copies of everything you send.
5. Respond in writing
A clear written response that addresses the insurer’s reason — with evidence — often leads to a review. Your broker, if you have one, should help too.
6. Know the escalation routes
If the insurer will not move, you can complain to the Insurance Regulatory Authority, and many policies provide for arbitration before court.
7. Watch the time limits
Many policies set a short period to dispute a rejection — sometimes twelve months — and general time limits also apply. Act early rather than late.
This article is general information and not legal advice for your situation.