They said this… · Insurance

“It is wear and tear, so we do not need to identify the cause.”

Generally incorrect

An exclusion should be connected to the facts. Labelling damage “wear and tear” without explaining the operative cause and evidence may not adequately answer the claim.

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Why this answer

What actually matters

  • Ask which component failed and over what period.
  • Distinguish the excluded cause from resulting insured damage.
  • Compare the decision with photographs and expert findings.
  • Request the relevant policy wording.

Important nuance

When the statement may have a point

  • Gradual deterioration may genuinely fall outside cover.
  • Policies differ on whether resulting damage remains insured.

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.

  1. Ask the firm to identify the precise policy term, evidence and regulatory basis for its position.
  2. Challenge the reasoning and calculation separately where both coverage and amount are disputed.
  3. Escalate an eligible unresolved complaint to the Financial Ombudsman Service within the applicable time limit.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.InsuranceRead the full guide.Rejected insurance claimsRead the full guide.Insurance complaints and FOSRead the full guide.

Official sources

Check the rules behind this statement.

Insurance: Conduct of Business sourcebookFinancial Conduct Authority · checked 19 Sep 2026Consumer Insurance (Disclosure and Representations) Act 2012legislation.gov.uk · checked 19 Sep 2026