Home insurance claim declined: how to complain

What this kind of letter means

Your insurer won't pay for the water damage to your ceiling. They say a shower seal failed slowly over time, and slow damage isn't covered. You can complain, and if that doesn't work, take it to the Financial Ombudsman for free.

Many home policies exclude damage caused gradually, like failed grout or sealant, but they cover sudden 'escape of water'. The question is often whether the leak was sudden or slow, and insurers must handle claims fairly and promptly. If you complain, the insurer has 8 weeks to give a final response. After that, or once you have the final response, you can refer it to the Financial Ombudsman Service within 6 months. It's free, and its decisions are binding on the insurer if you accept them.

Things worth checking

• Did the damage appear suddenly? That's often the key question.
• Ask for the loss adjuster's report and photos.
• Check whether you have accidental damage cover on the same policy.

Your options

• Complain to the insurer. In writing, saying why you disagree.
• Financial Ombudsman. Free, after 8 weeks or a final response. Call 0800 023 4567.
• Get an independent opinion. A plumber's report on how the leak happened can help.

If you ignore it

The claim stays declined and you pay for the repair yourself.

What usually decides this

Stronger if the damage appeared suddenly and the seal was in good condition. Weaker if there were signs of a slow leak, like staining or mould, over a long time.

The rules

• Insurers and banks have 8 weeks to answer a complaint. After that, or after their final response, you can go to the Financial Ombudsman Service within 6 months. It's free.
  England, Wales, Scotland, Northern Ireland. Source: Financial Ombudsman Service

Rules last checked 13 November 2026.

Words you might see

• Escape of water: Insurance term for water leaking from pipes, tanks or appliances.
• Exclusion: Something your policy says it won't cover.
• Loss adjuster: An expert the insurer sends to look at the damage and its cause.
• Final response: The insurer's last word on your complaint, after which you can go to the ombudsman.

An example reply

From our worked example. Letter Clear writes one for your own letter, in your name.

Dear Brightshield,

Claim reference: BHI-C-552019

Thank you for your letter of 10 November 2026. Please send me the full policy wording you're relying on (Section 1, Exclusion 4), and explain what evidence shows the leak happened gradually rather than suddenly.

Yours sincerely,
[Your name]

Have a letter like this?

Take a photo or paste the text. Letter Clear tells you what it means, your deadline, and writes a reply you can check and send. Your first letter each month is free.