Why was my home insurance claim rejected?
Key takeaways
Common reasons for home insurance claims being rejected include missing information, lack of supporting evidence and claiming for non-covered damages
If your claim is denied, you can appeal with additional evidence and file a complaint with the financial ombudsman
Having a home insurance claim rejected can be frustrating, but by understanding the reasons behind the decision and taking the right steps, you may be able to contest it
Why might my home insurance claim be rejected?
Home insurance claims can be rejected for a number of reasons, such as:
Non-disclosure of important information
If you didn’t share crucial details like the age of your home, prior damage or security upgrades when you applied for cover.
Inaccurate information
Miscalculating your home contents value or the rebuild cost of your home and other incorrect information during the application process.
Claiming for damages not covered under your policy
Some policies don’t cover things like accidental damage as standard, so check your policy exclusions before claiming.
Lack of evidence to support the claim
Insurers rely on evidence to process claims, so if you’re unable to provide photos, receipts or police reports this can weaken your case.
Missed premium payments
Missing premium payments can void your insurance, and your insurer is likely to reject any claims made during the period your payments were overdue.
Wear and tear
You’ll unlikely be able to claim on damage resulting from wear and tear or lack of maintenance.
Negligence
You’re also likely to face a denied claim if you’re burgled as a result of leaving your windows open or front door unlocked as you haven’t taken ‘reasonable care’.
Claiming too late
Insurance providers usually have a timeframe in which you need to make a claim.
📣 Did you know? Nearly a quarter (23%) of home insurance claims are rejected by insurers, according to figures from regulator the Financial Conduct Authority (FCA). Some insurance companies refuse to pay out in almost half (45%) of claims.
Can I appeal if my home insurance claim is rejected?
Yes, you can make an appeal if your home insurance provider rejects your claim. You may want to try negotiating with them first, but if they aren’t willing to hear your case you should make a formal complaint. You should follow their complaints process but you can usually make a complaint over the telephone, via email on a written letter. Check your insurer’s website for their complaints procedure.
You should gather additional evidence to support your claim, whether it’s receipts for repairs, photos of damage, or even professional assessments.
A loss assessor can assess and record damages and help get a fair settlement. Note, this is different to a loss adjuster, who works for the insurance company although they are supposed to remain independent.
If you make a written complaint include your policy number, full name and all relevant dates alongside any supporting evidence and the reason behind your complaint, as well as what you would like your insurer to do to put things right.
If you complain on the phone make a note of who you spoke to, the date and time, what was discussed and the reference number if they provide you with one.
What if I don't agree with my home insurance provider?
If you appeal with your insurer and you don’t agree with their final response you can contact the Financial Ombudsman Service (FOS) who will investigate your complaint free of charge.
If they believe your provider’s rejection of your claim was incorrect, they can force them to fix the issue.
Can I switch home insurance providers if my claim was rejected?
Yes. You can switch home insurance provider at any point, although if you are midway through your policy you might be charged cancellation fees.
It’s quick and easy to compare quotes with MoneySuperMarket - just tell us about yourself, your home and the cover you need, and we’ll look for policies that match your exact requirements.
How can I prevent my home insurance claim being rejected in future?
Be accurate - take time to calculate things like how much contents cover you need rather than a rough guess. This will prevent you from being underinsured
Read the small print - look through all of your policy documents carefully, including any timescales for making a claim and what exclusions apply
Understand the home insurance claims process
Author
Mehdi Punjwani
Insurance specialist
Mehdi is a financial writer and editor with over six years of experience in personal finance. He has written for organisations and publications including Equifax, The AA, and USAToday, covering a...
Reviewer
Sarah Tooze
Car & Van Insurance Expert
Sarah Tooze has been a motoring journalist for more than 15 years, specialising in company cars and vans, and has won a number of awards during her career, including the Newspress ‘Automotive...
