Health insurance

Thousands of people have problems with health insurers each year. But you can turn to the Financial Ombudsman Service if you feel you've been cheated. All regulated, major insurers are signed up to the Ombudsman. Its service is independent and free to consumers.

We set out the key points to making health insurance claims. 1. Complain to the company or financial adviser that gave you the advice about your health insurance policy. It is no good taking your complaint straight to the Ombudsman: you have to exhaust the complaints procedure of the company concerned first.
2. State your case in writing as clearly as possible, quoting any policy numbers or customer reference numbers, listing events in date order, and enclosing copies of all relevant documents (never the originals). Ask for a copy of the firm's complaints procedures which should include a timescale for dealing with your complaint. If you don't hear back then write again setting your own deadline - 14 days is reasonable for a first response. Keep all communication in writing, so you have a record of who said what and when they said it.
3. Say what you expect the firm to do such as fulfilling on a pay out, correcting a fault, returning your money, or paying something for your distress. If you phone, note the name of the person you speak to and record what was said by both of you. Follow up with a letter confirming your conversation.
4. If your deadline passes with no response, write again setting another deadline. Send a copy to the company's chief executive (ask the company switchboard for his name or find out from a public library or by searching on the internet)