Sample Letter of Complaint to Insurance Ombudsman

Writing a complaint letter to the Insurance Ombudsman can be an essential step in solving disputes between you and your insurance company. The Insurance Ombudsman is a neutral authority designed to handle insurance complaints from policyholders. 

When written correctly, a complaint letter is a powerful tool to help resolve your insurance disputes. This article provides a step-by-step guide to writing an effective letter of complaint to the Insurance Ombudsman.

I. Understand the Role of the Ombudsman

Before writing your letter, it’s essential to understand the role and the powers of the Insurance Ombudsman. 

In most jurisdictions, the Ombudsman can help you if your insurance company has not handled your complaint to your satisfaction, has rejected your claim without a fair explanation, or if there are delays in the claim process. 

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However, the Ombudsman cannot assist you if you haven’t yet lodged a complaint with your insurance company or if your case is being handled or has been decided by a court.

II. Document Your Complaint

Before writing the letter, document the history of your complaint thoroughly. Make a timeline of events, including dates and descriptions of all interactions with the insurance company. 

Gather any supporting documents, such as policy documents, correspondence, claim forms, and rejection letters. This documentation will be crucial in substantiating your complaint.

III. Structure of the Letter

Your complaint letter should be concise, clear, and polite. Here’s a recommended structure:

Salutation: Address the letter correctly. Use the appropriate title and name of the Insurance Ombudsman.

Introduction: Start by identifying yourself, your policy number, and the insurance company involved. Briefly outline your complaint.

Body: This section should detail your complaint chronologically. Use clear, simple language to describe the issue. Avoid emotional or inflammatory language. Keep the focus on the facts. Include specific dates, conversations, and the steps you’ve taken so far to resolve the issue.

Supporting Evidence: Reference any attachments that support your complaint, such as emails, letters, or policy documents. This evidence will provide a clear picture of your dispute and show that you’ve done your due diligence before escalating the matter.

Resolution: Clearly state what you want to achieve by submitting the complaint. This could be a reconsideration of your claim, a thorough investigation, an apology, or other corrective actions. However, keep your expectations realistic.

Conclusion: Conclude the letter by requesting the Ombudsman’s intervention in resolving the matter.

Sign off: Use an appropriate closing, such as “Sincerely” or “Yours Faithfully,” followed by your full name and signature.

IV. Follow up

After submitting the letter, follow up periodically to check the progress of your case. Remember, the Ombudsman’s office often deals with numerous complaints, and it may take some time before your case is resolved.

V. Sample Letter of Complaint to Insurance Ombudsman

Here is a simple sample letter to help you draft your own:

[Your Name]
[Your Address]
[City, State, Zip]
[Email Address]
[Phone Number]

[Insurance Ombudsman’s Name]
[Insurance Ombudsman’s Address]
[City, State, Zip]

Dear [Ombudsman’s Name],

Subject: Complaint Against [Name of the Insurance Company]

I, [Your Full Name], holder of Policy Number [Policy Number], am writing to express my dissatisfaction with the handling of my claim by [Name of Insurance Company]. Despite my numerous attempts to resolve the issue with them directly, the problem persists.

[Detail the complaint chronologically. Describe all the interactions with the insurance company, the issues faced, and the steps taken for resolution.]

I have attached copies of all relevant documents including [mention the documents you’ve attached] for your perusal.

I kindly request you to intervene in this matter to bring about a resolution. I believe that [State what resolution you are seeking] would be fair in this scenario.

Thank you for taking the time to consider my complaint. I look forward to your fair investigation and resolution of this matter.

Yours Sincerely,

[Your Signature]
[Your Full Name]


Writing an effective complaint letter to the Insurance Ombudsman requires a solid understanding of your complaint, a clear presentation of facts, and realistic expectations for resolution. The above guide provides you with a roadmap to craft such a letter and ensure your concerns are heard and addressed by the Ombudsman.

Frequently Asked Questions (FAQs)

Q: What is the purpose of a “Letter of Complaint to the Insurance Ombudsman”?

Answer: The purpose of a “Letter of Complaint to the Insurance Ombudsman” is to escalate your complaint regarding an insurance dispute to a neutral authority. 

This can occur if your insurance company has not adequately addressed your concerns, unfairly rejected your claim, or if there have been unexplained delays in the claim process. 

Writing this letter helps bring your dispute to the Ombudsman’s attention, who then can investigate the matter and propose a resolution.

Q: When should I write a “Letter of Complaint to the Insurance Ombudsman”?

Answer: You should write a “Letter of Complaint to the Insurance Ombudsman” only after you have exhausted all avenues for resolution with your insurance company. 

This means you’ve lodged a formal complaint with the company and given them sufficient time to respond. If you are dissatisfied with the company’s response or if they have failed to reply, then it is appropriate to escalate the matter to the Insurance Ombudsman.

Q: How long does it take to get a response after submitting a “Letter of Complaint to the Insurance Ombudsman”?

Answer: The timeline for receiving a response after submitting a “Letter of Complaint to the Insurance Ombudsman” can vary widely depending on the complexity of your case and the workload of the Ombudsman’s office. 

In general, you can expect to receive an acknowledgment of receipt within a few days to a week. However, it may take several weeks or even months for the Ombudsman to complete their investigation and provide a detailed response or decision.

Q: What should I include in my “Letter of Complaint to the Insurance Ombudsman”?

Answer: In your “Letter of Complaint to the Insurance Ombudsman”, you should clearly state your name, policy number, and the insurance company involved. 

Present a chronological account of the issue, detailing interactions and communications with your insurer. Include dates and descriptions, focusing on facts rather than emotions. 

Additionally, mention any attached supporting documents and express what resolution you’re hoping for. Lastly, ask for the Ombudsman’s intervention in resolving the matter.

Q: What is the role of the Insurance Ombudsman in response to my “Letter of Complaint”?

Answer: The Insurance Ombudsman plays a crucial role in resolving the disputes presented in your “Letter of Complaint”. 

They act as an impartial entity, reviewing the details of your complaint, investigating the actions of the insurance company, and ensuring the company’s compliance with applicable laws and terms of the insurance contract. 

Depending on their findings, they may suggest or order corrective actions, mediate a resolution, or decide that the insurance company acted appropriately.

Q: Can the Insurance Ombudsman reject my “Letter of Complaint”?

Answer: Yes, the Insurance Ombudsman can reject your “Letter of Complaint” under certain circumstances. 

This might happen if you’ve not yet made a formal complaint to your insurance company, if the issue is currently or has been subject to court proceedings, or if the complaint is outside the Ombudsman’s jurisdiction or remit. 

It’s vital to understand the Ombudsman’s scope before sending a complaint to ensure your case is applicable.