If we decline to pay a claim or don’t pay the full amount, it’s because we don't believe it’s covered by the policy. If you don’t agree with this decision, you can appeal.
When we decline to pay a claim, we will send a letter giving formal notification that it has been declined and give our reasons for the decision.
The letter explains how to make an appeal against our decision. Please send in any information or evidence in support of the appeal as soon as possible.
The claim is reviewed, and any additional evidence or information is objectively assessed.
Our Claims Technical Team will tell you the outcome of the appeal in writing.
If we consider that the original decision to decline the claim was correct, we’ll let you know. Our decision on the claim is final.
If the matter is not resolved, you may be able to refer it to the Financial Ombudsman Service(FOS). We’ll send you details about how to do this when we tell you the outcome of the appeal.
A guide to customer appeals and complaints