A rejected claim is frustrating, especially after a stressful trip. The good news is that many decisions can be challenged, and understanding the reasons helps you decide how to respond.
Common reasons for a rejected claim
- Undeclared medical conditions. The insurer says you should have declared a condition. See pre-existing conditions.
- An exclusion applies. For example alcohol, unattended belongings or an activity not covered. See common exclusions.
- Not enough evidence. Missing receipts, police reports or medical records.
- Policy conditions not followed. For example not contacting the emergency line, or not reporting a theft in time.
- Over the limit. The claim exceeds a section or single-item limit.
- Issue pre-dated the policy. The event or condition began before you bought cover.
- Not an accepted reason. For cancellation, a change of mind isn’t covered. See cancellation cover.
What to do if your claim is rejected
- Ask for the decision in writing, with the specific policy wording the insurer relied on.
- Check the wording yourself. Compare it with your policy and your facts.
- Gather more evidence. Medical letters, receipts, photos or statements can change the outcome.
- Make a formal complaint to the insurer, explaining why you disagree.
- Go to the Financial Ombudsman Service if you’re unhappy with the final response, or if the insurer hasn’t responded within eight weeks. You usually have six months from the final response to refer it.
The Financial Ombudsman Service is free to use. See how to complain to the Financial Ombudsman and how to appeal a rejected claim.
How to reduce the chance of rejection
- Declare all medical conditions and updates.
- Follow the claims procedure from the start. See how to make a claim.
- Keep evidence safe.
- Choose a policy that matches your trip and activities.
Frequently asked questions
Can I challenge a rejected travel insurance claim?
Yes. Ask for the reasons in writing, complain to the insurer and, if unresolved, you may be able to go to the Financial Ombudsman Service.
How long does the insurer have to respond to my complaint?
Firms generally have eight weeks to give a final response. After that, or if you’re unhappy with their response, you can usually go to the ombudsman.
Does it cost money to go to the Financial Ombudsman?
No. The service is free for consumers.
What if my claim was rejected due to a medical condition I forgot?
Explain what happened and provide medical evidence. The insurer will consider whether the condition was relevant and whether you took reasonable care when answering questions.
Related travel insurance guides
- How to Make a Travel Insurance Claim: Step-by-Step
- What Does Travel Insurance Cover? A Plain-English UK Guide
- How Much Does Travel Insurance Cost in the UK in 2026?
- Travel Insurance Cancellation Cover: What Reasons Are Accepted?
- How to Choose the Best Travel Insurance: A 10-Point Checklist
This article is general information, not financial or insurance advice. Always read the policy documents before you buy.