Email templates about insurance

Use these draft letters as a guide when you need to put your complaint about insurance in writing.

Email templates about insurance

It can be difficult to know how to go about making a complaint. So we’ve put together these templates you can use to help you stand up for your rights. Use these as a guide for writing to an insurance company if it rejects or disputes your claim, or if you wish to reject its offer.

How to complain when the insurance company denies liability


[Policy number]

I wish to dispute your rejection of my claim on the grounds that [state reason why claim was rejected].

The policy states that [quote wording]. The damage to my property was caused by [cause] and was not due to [neglect, etc] as you suggest. I have enclosed a report from [relevant expert] which supports my argument [details of report].

I believe that I am covered by the terms of this policy and am entitled to the amount claimed. I would be grateful if you would review your decision to reject my claim and let me have your answer as soon as possible.

Yours sincerely

How to dispute their response


[Policy number]

On [date] I claimed on this policy for [describe damage] which occurred on [date].

Although you have reviewed the matter and upheld your original rejection of my claim, I believe that I have supplied sufficient evidence to you in the form of [describe] to prove that my claim is covered by the policy.

I believe that I have been unfairly treated and unless you can offer some proposals for settlement within 14 days, I intend to refer my complaint to the Disputes Tribunal.

Yours sincerely

Point of Law

As with any dispute, you can make use of the Disputes Tribunal if the claim is less than $15,000 or $20,000 if you and the company agree. You can also take complaints about insurance to the office of the Insurance & Financial Services Ombudsman once you’ve gone through the company’s own complaints process.

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Got a problem?

The Consumer Advice Line is available to all our members for support on any consumer-related issue. Our expert advisers can explain your rights and help you resolve problems with a retailer.

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Member comments

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Bill D.
24 May 2019

The link supplied just above the “Got a problem?” heading is to the Government Ombudsman

The correct link (to the insurance and financial ombudsman) is;

Consumer staff
27 May 2019
Re: Correction

Hi Bill,

Thank you for that! The link has now been updated.

Kind regards,

Natalie - Consumer NZ staff

Linda B.
15 Jun 2017

Dear ........,

(Policy number)

Thank you for your letter dated (date) offering (amount) for my (item) which was (detail loss/damage) on (date).

I do not agree, however, with your assessment of the item's value. I enclose a valuation certificate made by (name of valuer) which states that the (item) was worth (amount).

Please reconsider your offer in the light of this evidence. I look forward to hearing from you.

Yours sincerely

An insurance policy is a contract between you and the company. You are entitled to question the rejection or to reject a claim if you think the company is being unreasonable.