At a glance:

  • Rejected income protection claim? Don’t lose hope! It’s not the end of the road.
  • Reasons for rejection: failure to meet disability criteria, insufficient medical evidence, pre-existing condition exclusions, non-disclosure of information, discrepancies, and waiting period not satisfied.
  • Steps to take: review the rejection letter, gather relevant information, contact the insurer for clarification, request a review or reconsideration, and seek expert advice if needed.



Facing the rejection of an income protection claim can be an emotionally challenging experience. We understand the disappointment and frustration that can arise when you’ve been counting on financial support during difficult times only to have your claim denied. However, it’s important to remember that you are not alone in this situation.


At Aspect Underwriting, we are committed to assisting policyholders through the claims process and helping them navigate these complex situations. While a claim rejection may initially feel like a roadblock, it does not signify the end of the process. We want to assure you that there are steps you can take to address the situation effectively and explore alternative avenues for securing the financial protection you need.


In this article, we will guide you through what to do if your income protection claim is rejected. We want to provide you with the necessary information and support to help you understand your rights, address any concerns you may have, and take proactive steps towards a resolution. It’s worth noting that the majority of income protection claims are accepted, and by taking the right approach, you can increase your chances of a successful outcome.


So, if you’ve recently faced the setback of a rejected income protection claim, don’t lose hope just yet. Let’s delve into the actionable steps you can take to navigate this situation and work towards securing the financial assistance you deserve



Common reasons for income protection claim rejection


Claim rejections can happen for various reasons, and it’s important to understand them without getting lost in legal complexities. By familiarising yourself with these common reasons, you can address them effectively and take appropriate action:



Failure to meet the policy’s definition of disability or incapacity


Each income protection policy has specific criteria that define what qualifies as a disability or incapacity. If your claim does not meet these criteria, it may be rejected.



Insufficient medical evidence supporting your inability to work


A thorough and well-documented medical record is crucial to support your claim. If the evidence provided does not convincingly demonstrate your inability to work, your claim may be rejected.



Pre-existing conditions that are excluded from coverage


Some policies exclude coverage for pre-existing medical conditions. If your claim is related to a pre-existing condition explicitly excluded in your policy, it is likely to be rejected.



Non-disclosure of relevant information during the application process


Full disclosure of your medical history and any other pertinent information is vital during the application process. Failure to disclose relevant details can lead to claim rejection.



Discrepancies between your claim and the information provided in your policy


If there are inconsistencies or contradictions between the details provided in your claim and the information stated in your policy, it may raise concerns and result in rejection.



Waiting period not satisfied


Income protection policies often have a waiting period, which is the duration you must wait after becoming unable to work before you can make a claim. If you submit a claim before the waiting period has been completed, it may be rejected.


Yet, it is vital to understand that a rejected claim does not mark the end of the road. There are measures you can take to address the reasons for rejection, provide additional information or clarification, and actively pursue the possibility of overturning the decision.


By following the steps outlined in the upcoming sections, you can enhance your chances of achieving a successful outcome and securing the income protection benefits you deserve.



Things to Do After Income Protection Claim Is Rejected



Assessing the Rejection


Receiving news of a rejected income protection claim can be disheartening. To effectively address the situation, it is crucial to assess the rejection in a thoughtful manner. Here are some steps to consider:


Carefully review the rejection letter or communication from the insurer:

Thoroughly read and understand the reasons provided for the claim rejection. The rejection letter often outlines specific details that can shed light on the decision.


Understand the specific reasons for rejection:

Find out the exact grounds on which the claim was denied. This understanding will help you evaluate the situation objectively and determine the appropriate course of action.


Review your insurance policy:

Carefully examine the insurance policy to ensure that the insurance company’s decision aligns with the terms and conditions stated in your contract. This step will help identify any discrepancies or potential misunderstandings.


Seek clarification from the insurer:

If any information in the rejection letter is unclear or requires further explanation, reach out to your insurance provider. Ask specific questions and seek additional insights to gain a clearer understanding of the decision.



Gathering Information and Documentation


In order to strengthen your claim, it is essential to gather all relevant information and documentation. Here’s what you should consider:


Compile all relevant policy documents and correspondence:

Gather all policy-related documents, application forms, and any previous correspondence with the insurance company regarding the claim. Having a complete record will help build a comprehensive overview of the case.


Organise information in a clear and concise manner:

Try to gather information systematically based on their needs. This can include labelling documents, arranging them chronologically, and creating a summary of key points. A well-organised presentation will make it easier to navigate and present the case effectively.


Include supporting documents:

If applicable, include supporting documents such as medical records, expert opinions, or any other evidence that can strengthen their claim. These documents can provide additional substantiation for their inability to work or support their argument against the reasons cited for the rejection.



Contacting the Insurance Provider


After carefully reviewing the rejection letter and gathering all relevant information, it’s time to initiate contact with the insurance provider. This step is essential for seeking clarification, discussing the rejection, and exploring potential resolutions.

Here’s what readers should keep in mind when reaching out to the insurer:


Choose the appropriate channel of communication:

Determine the most suitable method to contact the insurance provider. This could include phone calls, emails, or written correspondence. Check the insurer’s website or the rejection letter for specific contact information or preferred channels for claims-related inquiries.


Be polite, patient, and persistent:

When communicating with the insurer, maintain a polite and professional tone. Even if the rejection has caused frustration or disappointment, it’s crucial to remain courteous and respectful. Understand that the claims process can take time, and it may require multiple interactions to resolve the issue.


Clearly express your concerns and questions:

Clearly articulate the reasons for your contact and outline the specific concerns or questions you have regarding the rejection. This will help ensure that the insurer understands your perspective and can address your queries accurately.


Request written responses:

Whenever possible, request written responses from the insurer. This can help create a paper trail of the communication and provide a clear reference for future discussions or potential appeals.


Follow up if necessary:

If you don’t receive a response within a reasonable timeframe or if the provided response does not adequately address your concerns, don’t hesitate to follow up with the insurer. Persistence is key in ensuring that your case receives the attention it deserves.




Requesting a Review or Reconsideration


If you believe the rejection was unwarranted or based on incorrect information, you have the option to request a review or reconsideration. Here’s what they should consider:


Appeal the decision:

Explain the reason for requesting a review or reconsideration of the rejected claim. If applicable, submit a formal request within the designated timeframe and outline the grounds on which you believe the decision should be reconsidered.


Present a comprehensive and compelling case:

Prepare a well-documented and persuasive argument to support your claim. This can include addressing the specific reasons cited for the rejection, providing additional evidence, and highlighting any relevant policy provisions that support your position.



Seek Expert Advice


When dealing with a rejected income protection claim, seeking expert advice can provide valuable insights, guidance, and support throughout the process. Consider the following steps when seeking professional assistance:


Consult an insurance broker or financial advisor:

An insurance broker or financial advisor who specialises in income protection insurance can be a valuable resource. They have in-depth knowledge of the insurance industry and can offer expert advice tailored to your specific situation. They can review your case, assess the reasons for the rejection, and provide guidance on potential next steps.


Research reputable professionals:

Take the time to research and identify reputable professionals with expertise in income protection claims. Look for individuals or firms with a strong track record, positive reviews or testimonials, and relevant certifications or credentials.


Arrange consultations:

Once you have identified potential experts, arrange consultations to discuss your case in detail. During these consultations, provide them with all the relevant documentation, including the rejection letter and any supporting evidence you have gathered. Be prepared to explain your situation and ask specific questions related to your claim.


Evaluate their expertise:

During the consultations, assess the expertise and experience of the professionals. Consider their understanding of income protection insurance, their ability to explain complex concepts in a clear manner, and their proposed strategies for addressing the rejection. This will help you determine if they are the right fit for your needs.



At Aspect Underwriting, we understand the challenges and frustrations that come with a rejected income protection claim. We want to assure you that you’re not alone in this situation, and we’re here to support you every step of the way. While a claim rejection can feel like a setback, it doesn’t mean the end of the road.


By following the steps outlined in this article, you can take proactive measures to address the rejection, gather necessary information, and explore alternative avenues for securing the financial assistance you deserve. Remember, the majority of income protection claims are accepted, and with the right approach, you can increase your chances of a successful outcome.

Mike Wallis

Mike has over 25 years experience, having spent his first seven years working as a Broker at Jardine Lloyd Thomson in Melbourne and in 2002 was transferred to JLT’s Accident and Health Department in London. For four years (2002 – 2005) Mike was a specialist A&H Lloyd’s Broker and during this time developed excellent relationships with the Lloyd’s A&H underwriting fraternity. In 2006 he returned to Australia in a senior broking position with overall responsibility for Placement Strategy, including the implementation of underwriting facilities and the various authorities granted by Lloyd’s. Mike was the underwriter at two specialist Underwriting Agencies prior to founding Aspect Underwriting in 2016.