Home insurance - Refusing to payout

Based on resolver’s experience to date, not receiving a payout for items accidentally damaged can be a costly and frustrating experience. Check your policy small print very carefully; some items such as stereos and windows can be covered in your standard contents insurance. Other electrical equipment (e.g. laptops) is often not included in accidental damage cover. You can extend cover to include these items, which can be useful if you have young children – but be aware that you have to pay extra for this cover and any no claims bonus that you have accrued will be lost in the event of a claim. Other damage such as that caused by pets chewing your sofa will not be covered.

Keep a record and photographic evidence of the damage as it can be used as evidence for your insurance claim. You should contact your insurer to find out why the items are excluded from your cover as you have the right to appeal. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to. You should retain a copy of the letter, and send all correspondence by recorded mail. Details of how to make a formal appeal will be found on your policy documents, or on your insurer's website.

If your insurer's formal appeal procedure does not yield fruit and your insurer is a member of Lloyds then you can make a complaint via the Policyholder and Market Assistance Department (of Lloyds). Otherwise, a last resort is to contact the Ombudsman, which will act as a mediator in your case. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you can't resolve your issue within 8 weeks of making your complaint (or if you've received a 'deadlock letter' or final decision from the company), you can escalate your case to the Ombudsman.

Your complaint must be under 6 months old to be escalated to the Ombudsman.

Find the best rights for you

We have 5,116 pages of rights advice for you covering 10,936 companies and organisations across 16 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.

Start by telling us the name of the company or organisation you have an issue with.