If your life or critical illness insurance claim has been denied — or your pay-out has been reduced — you are not alone. At CEL Solicitors, we’re here to support you and challenge unfair decisions.
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Whether your insurer is questioning your medical history, accusing you of misrepresentation, or simply refusing to pay without explanation, we can help. We act for individuals and families across the UK, including those dealing with the loss of a loved one whose life insurance was unjustly declined.
We take on these claims on a no-win, no-fee basis, so there’s nothing to pay upfront. You only pay when we win.
We understand how distressing it is to be denied a pay-out when you need it most. That’s why our team will listen, guide you through your options, and fight to get what you’re owed.
Life and critical illness insurance is meant to offer financial support during the most difficult times — whether you’ve been diagnosed with a serious illness or lost a loved one.
But when insurers refuse to pay, delay your claim, or offer less than you’re entitled to, it can leave you feeling helpless and betrayed.
You may be able to challenge a rejection or underpayment if:
If you believe your claim was wrongly rejected — or you’re unsure where you stand — just tell CEL. We’ll listen to your story and offer clear, compassionate advice.
Insurers can and do get it wrong. Many people are told their claim is invalid — when in fact, the insurer is relying on unclear wording, unfair technicalities, or outdated information. Here are some of the most common reasons we see for claims being refused or reduced:
Insurers often say you failed to disclose something when you took out the policy — such as a previous medical issue or lifestyle habit. But in many cases, the questions were vague or misleading, and you answered them honestly at the time.
Some policies contain narrow or unclear definitions for what counts as a “critical illness” or “permanent disability”. If your condition doesn’t match their exact wording, they may try to reject your claim — even when your diagnosis is serious and life-changing.
Some insurers try to re-interpret or change the terms of your cover after reviewing your medical records. This is often challenged successfully and may be considered unfair by the Financial Ombudsman Service (FOS).
We’ve seen cases where policies were cancelled entirely over minor mistakes on application forms — even when the error had nothing to do with the illness or death being claimed for.
Sometimes a claim isn’t refused, but is dragged out for months while the insurer “investigates”. This can cause financial distress at an already difficult time.
Every year, insurance providers are found to have wrongly rejected life and critical illness claims — causing unnecessary stress, upset, and financial hardship. Here are just a few real-world examples where decisions were overturned:
Mrs A submitted a claim for a payout under her life and critical illness policy. After reviewing her medical records, Friends Life tried to change the original terms of her policy and refused the claim on that basis.
FOS decision: The ombudsman found that Friends Life had no right to alter the policy terms after the fact and ordered the insurer to pay out.
Mr A made a claim for permanent disability benefit. ReAssure refused the claim, relying on a definition of the word “unaided” that didn’t exist when the policy was taken out.
FOS decision: The rejection was deemed unfair. The ombudsman found the definition used was inappropriate, and that ReAssure caused Mr A unnecessary distress and inconvenience.
After the death of his wife, Mr A submitted a life insurance and critical illness claim. Instead of honouring the policies, Scottish Widows voided them, accusing the couple of misrepresentation.
FOS decision: The ombudsman found no evidence of deliberate or reckless behaviour and ordered Scottish Widows to pay proportionate compensation.
These are just a few of the ways insurers can act unfairly — but with the right legal support, you can challenge their decision and get the outcome you deserve.
Claim NowWe know that taking legal action — especially after a claim rejection — can feel overwhelming. That’s why we make it as straightforward and stress-free as possible. Here’s how it works:
Start by completing our quick and confidential online form. Tell us what happened, and we’ll take it from there.
Our team will assess the details of your insurance policy, the reason for rejection, and any supporting documents. If we believe you have a valid claim, we’ll explain your options clearly and simply.
If you choose to go ahead, we’ll build your case and handle all communication with the insurer. We may also bring in expert evidence — such as from medical professionals — if needed.
We’ll push for a full payout, plus compensation if the rejection caused unnecessary distress or delay. Most cases are settled without going to court — but if needed, we’ll take it as far as it needs to go.
There’s nothing to pay up front. You only pay a fee if your claim is successful.
Whether your own claim has been rejected or you’re seeking justice on behalf of a loved one, our team is here to support you every step of the way.
Claim NowSpeak to our friendly team today. You are not alone, and you may have a case.
Yes — in some cases, you may still be able to challenge a rejected claim, especially if you were only recently made aware of the unfair treatment. Time limits can apply, so it’s best to speak with us as soon as possible.
Yes. If you’re the next of kin or a named beneficiary and the insurer has refused to pay a life insurance policy, we may be able to help you pursue the claim.
Not necessarily. If you no longer have the full policy, we can request it from the insurer and review the terms on your behalf.
You don’t pay us a penny. Our service is no-win, no-fee — so if the claim isn’t successful, you won’t owe us anything.
Insurers often rely on “non-disclosure” or “misrepresentation” to avoid paying out. But if you answered questions honestly and to the best of your knowledge, their decision can often be challenged.
We have experience handling complex insurance disputes and fighting for clients whose claims were unfairly rejected.
There’s nothing to pay up front. You only pay if we win your case.
Every policy and every person is different. We take time to understand your situation and provide clear, personalised support.
We’re committed to getting the best outcome for our clients, and we won’t stop fighting for what you’re owed.
