Protecting your home is a top priority, so you'll want to ensure you have the right level of home insurance.
We'll go through some of the reasons a home insurance claim might be rejected - and what you can do if you think the decision is unfair.
Why was my home insurance claim rejected?
There are a number of reasons why home insurance claims may be rejected:
- General wear and tear: Most home insurance companies will say you need to keep your home 'well maintained.' For example, if a home insurance claim for water damage was denied because the leak resulted from poor maintenance, not a sudden accident.
- Lack of cover: This is when you try to claim for something that isn't included in your policy.
- Incorrect information: When making a claim, make sure all the information you provide is accurate. Otherwise you run the risk of having your claim rejected.
- Claiming too late: Your claim might be rejected because too much time has passed. Many insurers need you to notify them as soon as possible after the event. Some may offer a grace period of 180 days, but always check your policy details.
- Lack of due care: If you've left your door unlocked and then been the victim of a robbery, your insurer may not pay out for your claim. Any situation where something you've done, or not done has triggered a claim could count as lack of due care.
- Non-disclosure of facts: You must be fully transparent with your insurer. Never try to hide previous claims or give misleading information. You must keep your details up to date and accurate, and let your insurer know about any changes. This might be something like getting a new job or getting married.
A loss adjuster will investigate your claim by assessing the extent of the damage or loss you've suffered. They'll visit you at home, after you make your claim. They'll look at:
- The cause of the incident
- The value of damage or loss
- Whether you've met your insurance policy's terms and conditions
They'll take photos of any damage they can see to support their findings. And also to make sure your claim's validity isn't questioned further on down the line.
In some cases, a loss adjuster will collect information that leads to your insurance company rejecting your claim.
Why didn't my insurance company pay the full claim amount?
Sometimes your home insurance claim might not be rejected outright. Instead, they may look to pay a portion of the amount you've claimed for. Let's take a look at why that might be the case:
Underinsurance: This means the level of insurance cover isn't enough to cover the full cost of your claim. For example, if your home is insured for £150,000 but the actual rebuilding cost is £200,000, you are underinsured by £50,000.
Single item limits: A single item limit is the maximum amount your insurance company will pay out for any one item in a claim. Let's say you have a single item limit of £1,500, and a piece of jewellery worth £2,500 is stolen, your insurer will only pay out a maximum of £1,500. This is where having high value contents insurance in place will help, as you can list each item in your policy.
What should I do if my home insurance claim gets rejected?
If your home insurance claim gets rejected, there are some steps you can take:
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Carefully review the denial letter: Make sure you've read it through thoroughly and understand the reason for rejection.
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Contact your insurance provider: Request a full explanation from your insurer.
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Gather supporting documents: This might be any photos, videos, or other relevant documents that support your claim.
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File an appeal: If you think the rejection is unfair, follow the specific appeal process outlined in your policy. You'll want to clearly lay out why you think the decision is unfair, providing the supporting evidence.
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Make a complaint: If you think the denial is unfair or in bad faith, escalate it and file a complaint. You can do this through your insurer's customer service department.&
What details are needed to file my complaint?
Nobody likes filling out forms. So it's worth knowing what details you'll need in advance beforehand. You'll need to provide:
- The date
- Your full name
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Your policy number
- Any supporting evidence
- An outline of what you expect the resolution of the situation should be
What can I do if no one takes my complaint seriously?
If you feel as though your complaint isn't being taken seriously, your next point of contact is the Financial Ombudsman Service (FOS). It's free of charge and can investigate a complaint for you.
Changing your home insurance provider
If you're looking to change your home insurance provider, we can help. Answer a few questions (it only takes a few minutes), and we'll search our 79* FCA approved home insurance providers to find the best quotes for you.
*Correct as of June 2025
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