How to Appeal a Rejected Travel Insurance Claim

Travel insurance claims are declined more often than almost any other type, and many of those rejections are weaker than they look. Common reasons include an alleged pre-existing medical condition you did not disclose, a missing receipt, a cancellation reason said not to be covered, or a baggage claim turned down for lack of proof. But your insurer cannot reject a claim unreasonably, and a refusal based on an honest mistake or an exclusion that does not actually apply can be overturned. Under FCA rules and the Consumer Duty your insurer must treat you fairly and deliver good outcomes. If your claim was declined or underpaid, you can appeal and, if needed, escalate to the Financial Ombudsman Service for free, keeping 100% of any payout.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

Travel insurers are regulated by the FCA. Under the FCA's Insurance: Conduct of Business sourcebook (ICOBS), an insurer must handle claims promptly and fairly and must not unreasonably reject a claim. The Consumer Duty requires firms to act in good faith and to deliver good outcomes for customers. Where a claim is refused over an alleged misrepresentation, such as a failure to disclose a medical condition, the Consumer Insurance (Disclosure and Representations) Act 2012 governs the insurer's remedies: a 'careless' misrepresentation must be treated proportionately and cannot be treated as if it were deliberate or reckless. If you disagree with a decision, you can complain to the insurer, which should issue a final response, normally within 8 weeks. If it refuses or fails to reply in time, you can refer the complaint to the Financial Ombudsman Service free of charge, and you must normally do so within six months of the final response.

Step by step

1Compare the insurer's rejection letter with your policy wording and find the exact exclusion or condition relied on. Collect your evidence: medical notes, GP confirmation, booking and cancellation paperwork, receipts, a property irregularity report for lost baggage, and any relevant correspondence.
2Write a formal complaint (appeal) to your insurer. Address the specific reason given, explain why it does not apply or is unfair, and attach your evidence. If the refusal is about a medical disclosure, state that any mistake was at most careless and must be treated proportionately under the 2012 Act, not as a deliberate or reckless one.
3Allow up to 8 weeks for the insurer's final response. If it overturns the decision, check the payout covers your actual loss. If it upholds the rejection or does not respond, move to the next step.
4Refer your complaint to the Financial Ombudsman Service within six months of the final response, using its online form and attaching your evidence. The FOS can order the insurer to pay the claim plus interest and compensation where appropriate, at no cost to you.

What they'll say, and your comeback

“You had a pre-existing medical condition you did not declare.”

Comeback, The insurer must look at how the question was asked and whether any misrepresentation was deliberate, reckless or merely careless. Under the Consumer Insurance (Disclosure and Representations) Act 2012, a careless error must be handled proportionately, not automatically used to void the whole claim. Ask the insurer to explain which category it says applies and why.

“You cannot prove you owned the lost or stolen items.”

Comeback, Insurers cannot reasonably demand a receipt for every item. Bank or card statements, photos, warranty cards, or a credible account can all be reasonable proof. A blanket refusal for lack of receipts can be challenged, and the Financial Ombudsman has often found such requirements unreasonable.

“Your reason for cancelling is not a covered event.”

Comeback, Check the policy wording carefully. Cancellation cover often lists insured reasons such as illness, injury and bereavement. If your reason falls within the listed cover, ask the insurer to point to the precise exclusion it is relying on, or pay the claim.

FAQ

Is there a deadline to appeal my travel insurance rejection?

Complain to your insurer as soon as you can. After it sends a final response, you normally have six months to take the complaint to the Financial Ombudsman Service. Outside that window the Ombudsman can usually only help in exceptional circumstances, so do not let it lapse.

Do I need to pay anyone to appeal?

No. Complaining to your insurer and escalating to the Financial Ombudsman Service is free. You do not need a claims management company or a lawyer, and you keep the full amount of any payout the insurer is told to make.

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A self-serve tool, not a law firm. General information, not legal advice.