My car insurance claim was rejected: Is it the end of the road?


Jade Poole from I write words

car insurance claim was rejected

There are always options. What's your next move when your car insurance claim gets rejected?

Vehicle insurance owners are usually met with a sweet kind of relief after an accident when they remember they have car insurance (obviously this feeling usually comes after the dust has settled a bit). But if you’re not hurt and your insurer is going to pay for the damages, you’ll agree that you are in a relatively good position.

Until you receive your notice stating that unfortunately, your claim has been rejected.

Your mind starts going 150km an hour whilst you start trying to remember if the reason the accident happened is that YOU were driving 150km/h. So, let’s look at why was your claim rejected - here are a few reasons:

  1. You haven’t paid your premiums on time
  2. Non-disclosure
  3. An unlicensed or unspecific driver was driving your car
  4. You were inebriated or under the influence
  5. Your vehicle is unroadworthy
  6. Your car wasn’t securely parked at night
  7. You don't’ have write-off cover

There are more reasons than that and you can find more information here on our blog: Why was my car claim rejected?

Is it the end of the road? It doesn’t have to be. If you feel that your claim has been unfairly rejected, it is possible to prove your insurer wrong.

Here are some options you can explore to rectify your rejected claim.

1.   Know your policy

If you haven’t got a really good grasp on your policy and exactly what you’re covered for, your policy document needs to be your first stop. You don’t want to go in guns blazing just to find that your skim reading caused you to miss a few important points. If an exclusion is outlined in your policy, you will have to accept the rejected claim.

A big part of our mission to make insurance that’s jargon-free and easy to understand.

2.   Get in touch

Once you’ve reacquainted yourself with your policy and you still aren’t satisfied, you should get in touch with your insurer. Insurers are protocol-gurus and will have a formal complaints system (required by law) in place to make sure the entire process is transparent and efficient. This will help you get an official reason for why your claim was rejected.

We would recommend getting in touch via written complaint as it is easy to document and keep a record of.

3.   Tell the truth and state the facts

You need to remember that the way you communicate after your claim has been rejected is very important. Firstly, approach your insurer in a calm and objective fashion. We can’t help you if the story keeps changing or emotions are running too high. To make yourself well understood you need to state your case clearly with all the facts and necessary information in place.

Discover: what happens if I lie on my insurance policy?

4.   Get an outsider's perspective

You have the option of pursuing an individual assessment. This means you would employ somebody to be an objective third party and look at the situation with a set of fresh eyes. These people are known as independent loss adjusters and will have to be paid for by you, not your insurer.

5.   Go to the Ombudsman

If you still feel that your claim has been unfairly rejected, you can go a step further. An Ombudsman is a free authority that assists individuals in approaching large companies or organizations and by investigating their claims. Get in touch with a short term Ombudsman, file your complaint and they will then be in touch with your insurer.

Please note that using the services of an Ombudsman is only applicable to short term loans like home and car insurance.

Whilst you’re at it, why not check out our top 10 ways to make sure your insurance claim goes through?

6.   Call your lawyer

Seeking legal advice might be your next best bet. An Ombudsman will base their advice and research around the law but they cannot advise you legally. If you believe you have cause to take your insurer to court, you’ll need to hire an attorney.

Of course, nobody ever wants to reject a claim. Take it from the other side of the fence, it’s not a good time. We try to be as transparent and communicative as possible to make sure nobody is ever caught by surprise if their claim is rejected. 

Remember to get in touch if you have any questions about your policy, exclusions or what you’re covered for and we’ll be happy to talk you through your plan!


Yours in flexible car insurance,


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