提出保险索赔

如何提出保险索赔以及被拒绝时该怎么办。

概述

When you suffer a loss covered by your insurance policy, you need to notify your insurer and make a claim. Insurance contracts are governed by the Insurance Act 2015 (for consumer and business insurance) and the Consumer Insurance (Disclosure and Representations) Act 2012. If your claim is rejected or underpaid, you can complain to the Financial Ombudsman Service (FOS), which can make binding awards of up to £430,000.

逐步流程

Check Your Policy

Read your policy carefully to understand what is covered, any exclusions, excesses (deductibles), and time limits for notification. Check whether the loss falls within the scope of cover.

时间范围: Immediately after loss

Notify Your Insurer

Report the claim to your insurer as soon as possible. Most policies require notification within a set period (often 30 days). Provide initial details of the loss — date, circumstances, and estimated value.

时间范围: As soon as possible

Gather Evidence

Collect evidence to support your claim — photos, receipts, valuations, police reports (for theft), medical records (for injury), repair estimates. Keep all damaged items until the claim is settled.

时间范围: Ongoing

Complete the Claim Form

Fill in the insurer's claim form with full and accurate details. Provide all supporting documents requested. Be honest — making a fraudulent claim is a criminal offence and will void your policy.

时间范围: Within required period

Negotiate the Settlement

The insurer may send a loss adjuster to assess the claim. Review any settlement offer carefully — you do not have to accept the first offer if you believe it is too low. Obtain independent valuations if needed.

时间范围: Varies

Complain to FOS if Rejected

If your claim is rejected or you are unhappy with the settlement, first follow the insurer's formal complaints procedure. If not resolved within 8 weeks, you can escalate to the Financial Ombudsman Service (FOS) for a free, independent review.

时间范围: Within 6 months of final response

费用

Making a claimFree (but you pay the policy excess)

Financial Ombudsman Service complaintFree for consumers

重要警告

Never exaggerate or falsify a claim — insurance fraud is a criminal offence.

Check whether making a claim will affect your future premiums or no-claims discount.

Time limits apply — notify your insurer as soon as possible after the loss.

有用链接

Financial Ombudsman Service Association of British Insurers