Claims & complaints, explained — from the first call to the Ombudsman
How to make an insurance claim, what to do when one is rejected, and how to complain if you are treated unfairly — across every type of UK general insurance.
Explore claims & complaints by topic
Practical steps for policyholders, and what the rules and the regulator expect at each stage.
Before you claim
Get your documents, policy wording and evidence ready before you pick up the phone.
Making a claim
Who to contact, what to say, and the timelines insurers work to.
If your claim is rejected
Why claims are declined and how to challenge the decision with evidence.
The complaints process
How to raise a formal complaint with your insurer, step by step.
Financial Ombudsman
Taking an unresolved complaint to the FOS, and what to expect.
Redress & compensation
What fair outcomes and compensation look like when a firm gets it wrong.
Fraud & investigations
How claims are investigated and what counts as a fraudulent claim.
Complaints data & outcomes
What published complaints and outcomes data tell you about insurers.
Guides & analysis
How business interruption insurance pays when you can’t trade
Business interruption replaces lost income when damage stops you trading — check the indemnity period and extensions.
Rent guarantee insurance: how it pays when tenants stop paying
Rent guarantee covers lost rent if a tenant defaults, and often funds the legal costs of eviction.
What to do if your travel insurance claim is rejected
A rejected travel insurance claim is often overturned with a clear factual reply and supporting evidence — and you can escalate to the Ombudsman if needed.
What to do after a car accident: the claims step-by-step
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How to complain about a home insurance claim
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