It can be difficult to know how to go about making a complaint. So we’ve put together these templates you can use to help you stand up for your rights.
How to complain when the insurance company denies liability
[Date]
[Policy number]
I wish to dispute your rejection of my claim on the grounds that [state reason why claim was rejected].
The policy states that [quote wording]. The damage to my property was caused by [cause] and was not due to [neglect, etc] as you suggest. I have enclosed a report from [relevant expert] which supports my argument [details of report].
I believe that I am covered by the terms of this policy and am entitled to the amount claimed. I would be grateful if you would review your decision to reject my claim and let me have your answer as soon as possible.
Yours sincerely
[Name]
An insurance policy is a contract between you and the company. You are entitled to question the rejection of a claim if you think the company is being unreasonable.
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How to dispute their response
[Date]
[Policy number]
On [date] I claimed on this policy for [describe damage] which occurred on [date].
Although you have reviewed the matter and upheld your original rejection of my claim, I believe that I have supplied sufficient evidence to you in the form of [describe] to prove that my claim is covered by the policy.
I believe that I have been unfairly treated and unless you can offer some proposals for settlement within 14 days, I intend to refer my complaint to the Disputes Tribunal.
Yours sincerely
[Name]
As with any dispute, you can make use of the Disputes Tribunal if the claim is less than $30,000. You can also take complaints about insurance to the office of the Insurance & Financial Services Ombudsman once you’ve gone through the company’s own complaints process.
Know your consumer rights
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