A rejection isn’t always the final word. Insurers do get decisions wrong, and many people succeed by appealing with a clear complaint and better evidence. Here’s a practical process.
Step 1: Get the reasons in writing
Ask the insurer to set out why your claim was rejected, and which policy terms it relied on. Without that, you can’t challenge it effectively.
Step 2: Compare the decision with your policy
Read the exact wording the insurer relies on. Check whether:
- The exclusion really applies to your situation
- The insurer has applied the policy as written
- Your medical declaration and answers were handled fairly. See pre-existing conditions.
- You met the claims conditions, such as reporting deadlines
The list in why claims get rejected can help you spot what went wrong.
Step 3: Strengthen your evidence
Add anything that supports your case: a letter from your doctor, receipts, photos, witness statements or airline confirmations. See what evidence to keep.
Step 4: Write a formal complaint
Keep it factual and organised. Include:
- Your name, policy number and claim reference
- A short timeline of what happened
- Why you think the decision is wrong, referring to specific policy wording
- New evidence you’re attaching
- What you want the insurer to do, such as pay the claim
Send it in writing, keep copies and note any phone calls.
Step 5: Wait for the final response
The insurer must acknowledge your complaint and generally give a final response within eight weeks. If you’re unhappy with it, or you’ve had no response after eight weeks, you can go to the Financial Ombudsman Service. See how to complain to the Financial Ombudsman.
Tips for a stronger appeal
- Stay calm and factual. Avoid emotional language.
- Focus on the policy terms, not general unfairness.
- Be honest about any mistakes, such as a missed detail.
- Act promptly to meet complaint deadlines.
Other options
If you paid by credit card, you may have extra protection for purchases over a certain value, and the airline or tour operator may have its own compensation process. See flight cancellations: insurance vs compensation.
Frequently asked questions
Can I appeal a travel insurance rejection?
Yes. Ask for the reasons in writing, make a formal complaint to the insurer, and if unresolved you can go to the Financial Ombudsman Service.
What should I include in my complaint?
Your policy and claim numbers, a timeline, specific policy wording you rely on, new evidence and the outcome you want.
How long does the insurer have to respond?
Generally up to eight weeks to give a final response.
Does appealing cost anything?
Making a complaint to the insurer is free, and so is the Financial Ombudsman Service.
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 Prove Your Claim: Evidence to Keep When You Travel
- 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.
