Why this answer
What actually matters
- Obtain the insurer’s final response first.
- Identify the competing interpretations precisely.
- Provide the full policy version in force.
- Meet the referral deadline stated in the final response.
Important nuance
When the statement may have a point
- FOS jurisdiction and time limits must be met.
- A court may interpret a contract differently and follows a different process.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Policy schedule, wording and pre-contract questions
- Claim form, chronology and supporting evidence
- Expert reports, valuations, photographs and repair estimates
- Insurer or broker final response
If they still refuse
Move the dispute forward.
- Ask the firm to identify the precise policy term, evidence and regulatory basis for its position.
- Challenge the reasoning and calculation separately where both coverage and amount are disputed.
- Escalate an eligible unresolved complaint to the Financial Ombudsman Service within the applicable time limit.
Read the full rules
Go deeper before escalating.
Official sources