01. Get the complete written decision
Save the full denial letter and any later clarification. Note the dates of the loss, claim notification and decision. A summary from a telephone call is useful background but should not replace the written reasons.
02. Use a reason-by-reason approach
Create three headings for each issue: what the insurer says, what the available record shows and what you are asking the reviewer to reconsider. This keeps the response focused and makes unanswered points easier to identify.
03. Identify what evidence is genuinely new
Explain why an attached document matters. A dated tracking record may address location; a policy endorsement may address coverage wording. Do not attach unrelated personal material simply to make the submission longer.
04. Ask for an appropriate response
The requested outcome might be reconsideration, clarification of a policy clause or a review of an overlooked record. State it directly. Avoid promises that a regulator or ombudservice will compel a particular result.
05. Understand the complaint route
An insurer’s complaint officer and, where applicable, an independent ombudservice can have different roles. FSRA’s regulatory role concerns the requirements it oversees, not awarding individual claim compensation. Choose the route that matches the issue.
06. Do not lose sight of a legal deadline
A review request is not a court filing. Obtain advice on limitation and other applicable deadlines while considering the merits. A separate litigation retainer may be needed, and some matters require a lawyer.
Official sources & further reading
Content reviewed November 4, 2026. Check the policy and rules applicable to the relevant date. This information is not individualized advice.
