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By post and by email: ________
Policy number: ________
Claim reference: ________
Dear Sir/Madam,
RE: Formal Complaint – Unreasonable Delay in Handling of Insurance Claim
§ 1. Background to the policy and claim
1.1 I am the policyholder under the above policy of insurance (the “Policy”) issued by ________ (the “Insurer”, “you”).
1.2 On ________ I submitted a claim under the Policy in respect of loss of and/or damage to my property (the “Claim”). The Claim relates to the following items:
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(together, the “Items”).
1.3 The loss and/or damage was sustained on ________ as a result of the following:
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1.4 The amount claimed in respect of the loss and/or damage is ________.
§ 2. The delay
2.1 It has now been ________ since I first notified the Claim. To date the Claim has not been determined or settled, despite my having provided all information and documentation reasonably requested of me, including the following:
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2.2 In my view I have done everything reasonably required of me to progress the Claim and it appears that matters have reached deadlock.
§ 3. Your obligations
3.2 You are further required to comply with the Financial Conduct Authority’s Principles for Businesses, including the obligation to treat customers fairly, and (where applicable) the Consumer Duty under FCA Principle 12.
3.3 Pursuant to the Enterprise Act 2016, an insurer is under an implied term to pay sums due in respect of a claim within a reasonable time, and I reserve the right to claim damages for any loss caused by unreasonable delay.
3.4 I consider that the continuing and unexplained delay in dealing with my Claim constitutes a breach of the above obligations and of the terms of the Policy.
§ 4. Action required
4.1 Please treat this letter as a formal complaint to be dealt with in accordance with the FCA Dispute Resolution rules (DISP).
4.2 I require that you assess and settle my Claim in full, together with interest where applicable, without further delay.
4.4 I further reserve the right to take any other steps available to me to recover the sums due, including the commencement of legal proceedings to recover the sums claimed, interest and costs.
4.5 Please confirm receipt of this letter and provide the contact details of the person responsible for handling my complaint.
4.6 I look forward to your prompt reply.
Yours faithfully,
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