You should first raise your complaint directly with the insurance company – and give them the opportunity to review your case. By law it has to investigate your complaint thoroughly – and it has up to eight weeks to do this.
If you are unhappy with your insurance company’s explanation at this stage, we may then be able to get involved. We will ask you to complete our complaint form with your details.
If you are complaining about your claim being rejected, without any benefit paid to you, you will need to provide us with the medical evidence that you sent to the insurance company – to show that you met the definition of disability set out in the policy.
But if your insurance company initially accepted your claim and then stopped it, they will need to show why you no longer meet the policy’s definition of disability.
