Insurance Encyclopaedia


An ombudsman is an independent person or body with the authority and responsibility to investigate complaints made against companies or organisations.

What should I do if I am unhappy with my insurer?

If you are unhappy with how your insurer dealt with your policy or claim, the first step is to lodge a formal complaint with your insurer using their dedicated complaints line or email address. When reaching out, it's important to make sure you communicate in writing, clearly and concisely. If your insurer is unable to resolve your grievance or you are unhappy with their proposed solution, your next step would be to raise a complaint directly with the insurance ombudsman.

How long do I have to raise a complaint with the ombudsman after a claims decision?

You have a window of 270 days after the claims decision was made by your insurer to raise your complaint.