If your insurer rejects a claim and you can’t resolve it, the Financial Ombudsman Service (FOS) is the free, independent route to take your complaint further. Here’s how it works for travel insurance.
What is the Financial Ombudsman Service?
The FOS is an independent service that settles disputes between consumers and financial firms, including insurers and brokers. It’s free for consumers, and you don’t need a solicitor.
Step 1: Complain to the insurer first
You must give the firm a chance to put things right. Make a clear complaint in writing, explain what happened and say what outcome you want. Keep copies of everything. See how to appeal a rejected claim.
Step 2: Wait for the final response
The firm generally has up to eight weeks to give a final response. It may send a “final response” letter earlier, explaining its decision and your right to go to the ombudsman.
Step 3: Contact the ombudsman
You can go to the FOS if you’re unhappy with the final response, or if eight weeks have passed without one. You usually have six months from the date of the final response letter to refer your complaint, so don’t wait.
What to prepare
- Your policy documents and policy number
- The insurer’s decision letter and your complaint correspondence
- Evidence for your claim. See what evidence to keep.
- A short timeline of events
- The outcome you want, such as payment of the claim
What can the ombudsman do?
The ombudsman looks at both sides and decides what’s fair and reasonable. If it finds in your favour, it can tell the insurer to pay the claim, and may require compensation for any distress or inconvenience. If you accept the decision, it’s binding on the insurer. If you don’t, you can still go to court.
How long does it take?
It varies by case. Simple complaints can be settled quickly, while others take longer. Respond promptly if the ombudsman asks for more information.
Reduce the chance of a dispute
- Declare your medical conditions accurately. See pre-existing conditions.
- Follow your policy’s claims process from the start. See how to make a claim.
- Understand what’s excluded. See common exclusions.
For common reasons for rejection, see why claims are rejected.
Frequently asked questions
Is the Financial Ombudsman free?
Yes, it’s free for consumers to use.
How long do I have to complain to the ombudsman?
Usually six months from the date of the insurer’s final response letter. Check the letter for the exact deadline.
Do I need a solicitor to use the ombudsman?
No. You can bring your complaint yourself.
What if I don’t accept the ombudsman’s decision?
You can reject it and take your case to court, but if you accept it, it’s binding on the insurer.
Related travel insurance guides
- How to Make a Travel Insurance Claim: Step-by-Step
- Why Was My Travel Insurance Claim Rejected? Common Reasons
- How to Appeal a Rejected Travel Insurance Claim
- What Does Travel Insurance Cover? A Plain-English UK Guide
- How Much Does Travel Insurance Cost in the UK in 2026?
This article is general information, not financial or insurance advice. Always read the policy documents before you buy.
