How should you complain about an insurance company?

We get many requests for help with an insurance policy problem.

We can't answer them in detail because we would have to read through all the paperwork first.

Sometimes an insurer is being slow in processing a claim.

Or maybe you have an insurance claim which has been disallowed. If so, read right through the policy you bought and see if your claim qualifies. Sometimes it does, sometimes it doesn't.

If you can't understand the paperwork, don't worry. Take it to your local Citizens' Advice (they're in the phone book).

If you've read the policy, and you feel the insurance company should be paying your claim, what can you do?

Complain in writing to the insurance company's head office. Mark your letter COMPLAINT. Send it by Recorded Delivery. Quote dates and times of phone calls with the company if you can, and the names of the people you spoke to. Send copies of any documentation - keep the originals.

Keep a copy of your letter!

If you don't get satisfaction from the insurance company, you can then raise the complaint with the financial ombudsman service. In their reply the company should tell you how this works.