It can be difficult to know what to say when you're writing a letter of complaint.

Use our letters as a guide for writing to an insurance company if it rejects or disputes your claim, or if you wish to reject its offer.

Letter to insurance company when they deny liability.

[Date]

Dear ...

[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

Point of Law

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

Final letter to insurance company in dispute over claim

[Date]

Dear ...

[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 & Savings Ombudsman once you've gone through the company's own complaints process.