Complaining in the UK
Complain to the insurer first. It has up to eight weeks to send a final response. If you’re unhappy with that response, or it’s been eight weeks, you can take the complaint to the Financial Ombudsman Service, which is free. You normally need to do so within six months of the final response. Many small businesses, charities and trusts can use the ombudsman too, subject to size limits.
If an authorised insurer fails, the Financial Services Compensation Scheme (FSCS) can protect claims: 100% for compulsory insurance (such as third-party motor and employers’ liability) and 90% for most other general insurance.
Complaining in the US
Use the insurer’s internal complaint or appeal process first. If that fails, file a complaint with your state insurance department, which regulates insurers and agents in your state. The NAIC website links to every state’s regulator and complaint information. For larger disputes, appraisal clauses (for valuation disagreements), mediation programs or legal advice may be options.
Complaining in the EU
Each EU country has its own complaints system and often an insurance ombudsman (for example the Versicherungsombudsmann in Germany or La Médiation de l’Assurance in France). For cross-border disputes, FIN-NET, the European Commission’s network of financial dispute resolution bodies, can point you to the right scheme.
Common reasons claims are refused
- Non-disclosure or misrepresentation when buying or renewing.
- An exclusion applies, such as wear and tear or gradual damage.
- A condition wasn’t met (security, unoccupancy, reporting time limits).
- The sum insured was too low, so the average clause reduced the claim.
Read how to make a home insurance claim and disclosure explained.
Last updated: 15 October 2026
