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Top Reasons Home Insurance Claims Are Rejected and How to Avoid Them.
Why Insurers Deny Claims and How You Can Stay Ahead.
Written by Darren Carter. Last Updated on September 24, 2026
Home Insurance is Meant to Offer Peace of Mind.
Home insurance is meant to provide protection when an insured event causes loss or damage. However, a claim can become difficult when the insurer believes the circumstances, evidence or policy wording do not support payment.
Understanding common reasons why home insurance claims are rejected can help you reduce avoidable problems. This guide explains what to check before and during a claim, as well as what to do if an insurer raises concerns.
1. Inaccurate or Incomplete Information
Why This Happens
Inaccurate or incomplete information can create problems with an insurance claim. This may involve information provided when the policy was arranged, renewed or when the claim was made.
How to Avoid It
- Review your policy documents and statement of fact carefully.
- Answer questions from your insurer accurately and honestly.
- Tell the insurer about relevant changes where the policy requires you to do so.
- When making a claim, provide accurate information and relevant supporting evidence.
Extra Insight:
Do not assume that every change automatically affects your insurance. For example, working from home does not by itself mean a policy becomes invalid. However, business use can be relevant in some circumstances. Check the questions asked by the insurer and the requirements in your policy.
2. Lack of Proper Maintenance
Why This Happens
Home insurance commonly excludes wear and tear and may exclude damage caused by gradual deterioration. However, whether an insurer can rely on an exclusion will depend on the policy wording, cause of the damage and available evidence.
How to Avoid It
- Carry out reasonable maintenance on the property.
- Keep records of significant repairs, servicing and professional work.
- Deal with known problems where it is reasonable and safe to do so.
Extra Insight:
A seasonal maintenance routine can help identify problems early. For example, you may wish to check gutters, heating systems and exposed pipework at appropriate times of year. Maintenance records may also be useful if the cause of damage is later disputed.
3. Failure to Understand Policy Exclusions
Why This Happens
Every home insurance policy has limits, conditions and exclusions. These can vary significantly between insurers and policies. Common examples may include wear and tear, gradual deterioration, pest damage and particular circumstances surrounding an insured event.
How to Avoid It
- Read the policy wording, schedule and endorsements carefully.
- Ask the insurer or broker to explain anything that is unclear.
- Check whether important risks affecting your property are covered and whether any special conditions apply.
Expert Tips to Protect Your Claim
- Keep an inventory. Record important belongings and keep receipts, photographs or valuations where appropriate.
- Keep photographic records. Periodic photographs of the property and valuable contents may provide useful evidence later.
- Maintain reasonable security. Follow any security requirements in your policy and tell the insurer accurately what locks, alarms or other measures you have.
- Review your cover. Check your policy at renewal and after significant changes to the property or your circumstances.
4. Delay in Reporting the Claim
Why This Happens
Insurance policies usually contain requirements about notifying the insurer of loss or damage. A significant delay may make it harder to establish the cause, timing or extent of the loss.
How to Avoid It
- Check the notification requirements in your policy.
- Tell the insurer about the incident as soon as reasonably possible.
- Take photographs or videos where it is safe to do so.
- Keep a record of important dates and communications.
Extra Insight:
A delay does not automatically mean that a claim can be rejected. Its effect will depend on the policy wording, the reason for the delay and whether it has affected the evidence or insurer’s position.
5. Unauthorised Repairs or Replacements
Why This Happens
Repairs completed before the insurer has inspected the damage can sometimes make it harder to establish what happened or what work was required. However, reasonable emergency action may be necessary to make the property safe or prevent further damage.
How to Avoid It
- Contact the insurer before permanent or non-essential repairs where practical.
- Take reasonable emergency steps where necessary to protect people or prevent further damage.
- Photograph the damage before work starts where it is safe to do so.
- Keep invoices, receipts and details of any emergency work.
- Ask the insurer about its requirements for further repairs and reinstatement.
6. Underinsurance
Why This Happens
Underinsurance can arise where the relevant buildings or contents sum insured is lower than the value required by the policy. Its effect on a claim depends on the policy wording and the circumstances.
Some policies contain an Average Clause, which may allow a proportional reduction in certain circumstances. However, the insurer must also have asked sufficiently clear questions when the cover was arranged.
How to Reduce the Risk
- Where a rebuild figure is required, consider a professional Rebuild Cost Assessment if the appropriate figure is uncertain.
- Review relevant sums insured when the policy renews.
- Check the cover again after significant extensions, renovations or changes to valuable contents.
7. Misrepresentation or Non-Disclosure
Why This Happens
Incorrect or incomplete information given when arranging or renewing consumer insurance can affect the policy or a later claim. However, an error does not automatically mean the policy becomes void.
The outcome can depend on what the insurer asked, whether the information was inaccurate and whether any misrepresentation was careless, deliberate or reckless.
How to Reduce the Risk
- Answer the insurer’s questions accurately and honestly.
- Check your application or statement of fact and correct mistakes promptly.
- Keep copies of important applications and correspondence.
- Tell the insurer about relevant changes where your policy requires notification.
Frequently Asked Questions (FAQs)
Q1: Should I use the insurer’s Loss Adjuster or a Claims Management Company?
A: An insurer-appointed Loss Adjuster works within the insurer’s claims process. A Claims Management Company can instead be appointed by the policyholder to provide independent claim support. Whether you need professional support will depend on the complexity of the claim, the amount in dispute and the applicable fees. Our guide to what “independent” means in an insurance claim explains the distinction.
Q2: How long does a home insurance claim take?
A: There is no standard timescale. A straightforward claim may be resolved relatively quickly, while a large or complex claim can take considerably longer. The evidence required, repair scope, policy issues and communication between the parties can all affect progress.
Q3: Can I dispute a rejected claim?
A: Yes. Start by asking the insurer to explain the decision in writing and identify the policy wording and evidence relied upon. Then check whether anything material has been misunderstood or omitted. Our rejected insurance claim guide explains the next steps in more detail.
Q4: Is it worth using a Claims Management Company for a small claim?
A: Not necessarily. For a straightforward claim, professional support may cost more than the benefit it provides. It may be more useful where the damage is substantial, the evidence is complex or there is a significant disagreement over the claim.
Q5: What documentation may I need when making a claim?
A: Depending on the circumstances, useful evidence can include photographs, receipts, repair estimates, professional reports, incident information and a clear record of what happened. Keep copies of important correspondence with the insurer as well.
8. High Excess Amounts
Why This Happens
If the value of a covered loss is less than or close to the applicable excess, there may be little or no payment due under the policy. This is different from the insurer rejecting the claim because the damage is not covered.
How to Avoid Confusion
- Check which excess applies to the type of claim you are making.
- Consider the excess when comparing the likely covered loss with any potential payment.
- Check whether the policy still requires you to notify the insurer, even if you decide not to pursue payment.
9. Suspicion of Fraud
Why This Happens
Insurers may investigate a claim where they identify information that raises concerns about fraud or exaggeration. An investigation or fraud flag does not itself prove that a claim is fraudulent.
A deliberately fraudulent claim can have serious consequences. Under the Insurance Act 2015, an insurer is not liable to pay a fraudulent claim and may have additional remedies available.
How to Reduce Problems
- Claim only for genuine loss or damage.
- Do not deliberately exaggerate quantities, values or repair costs.
- Provide accurate information and supporting evidence where available.
- Keep records that help establish ownership, value and the circumstances of the loss.
The Power of Insurance Claims Management Services
What We Do
Insurance Claims Management Services can provide policyholder-side support during a property insurance claim. At Independent Loss Adjusters, we can review the available evidence, help organise claim information, communicate with the insurer and review settlement proposals.
How Claims Management May Help
- Identify policy requirements and information relevant to the claim
- Help organise evidence before it is submitted
- Review gaps, queries or disputed issues as the claim progresses
- Support complex, large or disputed property claims
Professional support does not guarantee that a claim will be accepted or that a settlement will increase. The outcome will depend on the policy wording, evidence and circumstances of the claim.
Our Insurance Claims Management Services page explains the service and applicable fees in more detail.
Need Help With An Insurance Claim?
Good preparation can reduce some avoidable claim problems, but it cannot guarantee that an insurer will accept a claim. Cover still depends on the policy wording, cause of damage, evidence and individual circumstances.
If your property insurance claim has become difficult, delayed, disputed or rejected, Independent Loss Adjusters can provide free initial insurance claim advice. We can discuss the current position and explain whether ILA may be able to help.
The initial conversation is free and does not commit you to appointing ILA. If you choose ongoing claims management, the scope of service and applicable fees will be explained before you proceed.
Call 0800 002 5178 or use the button below to request a callback.
Darren Carter
Head of Marketing & Technology, Independent Loss Adjusters
Posted by Darren - Over 15 years' experience in online marketing within the insurance claims sector and works with ILA's loss adjusters and claims professionals to turn practical claims knowledge into clear, useful guidance for policyholders.
Customer Testimonials
What Our Clients Say After Working With ILA
When your property claim feels uncertain, it can help to hear from people who have already been through the process. These testimonials show how Independent Loss Adjusters has helped clients deal with insurers, evidence, delays, settlement concerns and the practical steps needed to move a claim forward.
“After having a claim rejected for a fallen tree on our house, I had given up all hope of getting anywhere! However, Chris was extremely helpful in fighting this for us and taking to the Financial Ombudsman to get it overturned and payment made.”
“The insurer was being a nightmare and dragged the case on for months, but in the end, with Glenn’s help and guidance, we received the payout needed to rectify the damage. Without Glenn, we would have only received 20% of the actual costs to restore the damage!”
“Independent Loss Adjusters team Glenn Weatherall and Sue Young have been the most helpful and dedicated team working on our behalf during what was a very difficult insurance claim. They are one of my most very professional company I have ever had the pleasure to work with.”
“Glenn took the time to understand the extreme toll this situation was taking on my family and provided clear, honest and highly effective tactical guidance at every single step. Sue Young was equally exceptional, ensuring seamless communication and keeping the momentum going.”
“From the first call they just knew what they were doing. They were easy to talk to, always kept me updated and nothing ever felt like too much trouble.”
“Mike and his team are an essential if you have to make a claim against your insurance. I have engaged ILA on a number of occasions and they have delivered every time.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
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Why Policyholders Speak to ILA
A difficult claim often involves policy wording, technical evidence, repair costs and several parties. Our Loss Adjusters help policyholders understand the position and approach the next step with clearer information.
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ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
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Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
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We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
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Our regulated status supports clear information, appropriate conduct and fair treatment throughout the customer journey.
Independent Loss Adjusters Ltd is authorised and regulated by the Financial Conduct Authority for insurance distribution activities.
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Tell us what has happened and where the claim currently stands. We will review the initial information and explain whether ILA may be able to help.
Every claim depends on its individual circumstances, supporting evidence and policy wording. No particular outcome can be guaranteed.
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Help with Property Damage Claims
Different types of damage bring different questions about evidence, repairs and cover. Choose the claim type below to see how ILA may be able to help.
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We can help assess water damage, organise the evidence and present the claim under your policy.
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We review the damage, repair scope and reinstatement costs to help you understand the claim position.
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We assess the interruption, financial records and policy position when insured damage affects trading.
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We review the damage, circumstances and evidence after vandalism or deliberate damage.
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We can assess collision or impact damage and review the repair evidence and settlement position.
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We help organise supporting evidence and review the claim position after burglary or theft.
Theft Claim HelpRequest Free Initial Insurance Claim Advice
Tell us what happened and where your claim stands. The initial conversation is free and without obligation. We’ll ask a few questions and explain whether ILA may be able to help. You can call us or complete the form; we’ll contact you using the details you provide.
If you choose ongoing support, we’ll explain the service and fee before work begins. Our general fee is 10% plus VAT of the overall settlement. Where you appoint ILA’s recommended contractors for the agreed reinstatement works, our fee is generally covered through that contractor route. The position depends on your claim and the proposed work.
What Happens After You Request a Callback?
When we speak, we’ll ask a few initial questions about the damage, your insurance policy and the current position of your claim.
You don’t need to have every document ready. The first conversation is simply to understand what has happened and whether we may be able to help.
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