Common reasons claims get rejected
Wear-and-tear (most common) — insurers don't cover gradual deterioration. Lack of evidence — without before/after photographs and clear causation, claims fail. Lapsed maintenance — particularly on roofs and seals. Undisclosed information at policy inception — material facts about the home not declared. Non-disclosure of prior claims or issues. Issue falling outside the wording (e.g. flood when the policy excludes it). Claim made too late.
Got a Quote or Issue?
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No obligation. We'll review and highlight anything you should be aware of.
Most members recover the cost of the plan on their first issue.
Before you accept the rejection
Read the reason carefully. Match it against the policy wording you actually hold. Photograph and document everything you can about the original event. Get the situation independently reviewed — sometimes what reads like a clean rejection is technically arguable.
The escalation path
1. Your insurer's internal complaints process — give it the full statutory timeframe. 2. Independent technical input — an inspection report, where appropriate, that supports your version of events. 3. The Financial Ombudsman Service — free for the consumer, binding on the insurer if upheld. There's a strict deadline (currently six months from the insurer's final response) so don't sit on it.
Where independent support changes the outcome
Many rejections rely on a contestable characterisation of the issue — "wear and tear" when the underlying cause was actually storm damage, for example. An independent inspection report can shift that conversation. We can review the situation and tell you whether an inspection is likely to help.