All FAQs

When we're looking into complaints about insurance claims, insurers sometimes suggest a claim might be fraudulent.

It isn't our role to accuse anyone of fraud. And there's a difference between fraud and simply giving the wrong information - whether it's careless or completely accidental on the customer's part.

We'll weigh up all the evidence we have about what's happened - including what questions the insurer asked and the answers their customer gave. Depending on what we find, we may agree a claim shouldn't be paid - or that it should be paid in part or in full.

There's more information on our website about our approach to 'non-disclosure' or 'misrepresentation' in insurance - and you can find case studies in our regular newsletter, Ombudsman News.

And if you've got any other questions, get in touch.