Cover is only half the story. The restrictions attached to a policy, exclusions, conditions and warranties, are where many claims succeed or fail. Understanding them is the difference between confident cover and a nasty surprise.
Exclusions, what the policy will not pay for
Exclusions remove cover for specific events, causes or circumstances. They exist for things insurers do not intend to cover, such as wear and tear or deliberate damage, or cannot price, such as war. Typical home exclusions include gradual damp and pest damage. Typical travel exclusions include undisclosed medical conditions. If a loss falls under an exclusion, the claim will be declined even if everything else fits.
Conditions, the rules you must keep
Conditions are obligations written into the contract. A common one requires you to keep the insured property in a reasonable state of repair. Unlike an exclusion, a condition is about your behaviour. If you breach it and that breach caused or worsened the loss, the insurer may reduce or refuse the claim. Not every minor slip defeats a claim. The breach must be relevant to the loss. The risk is real, so meet the conditions you can.
Warranties, strict promises
A warranty is a promise that something is or will be true, for example that a property is occupied or that a certain alarm is fitted. Traditionally, breaching a warranty could void the policy from the moment of breach, regardless of whether the breach caused the loss. Consumer insurance is now shaped by the Consumer Insurance (Disclosure and Representations) Act 2012 and the Insurance Act 2015, which limit these harsh outcomes, but warranties still matter and should be met.
How this connects to a claim
When a claim is declined, it is usually an exclusion, condition or warranty at work. If you think a decline is wrong, our guide to what to do when a claim is rejected and the complaints process set out the steps. The Financial Ombudsman weighs whether the insurer applied the wording fairly.
This is a foundational explainer. Specific product exclusions are listed in each product hub: home, motor, travel, landlord, business.