The FT’s recent investigation into home insurance highlighted a theme that many households recognise: the shock of having a claim rejected, even when the damage seems obvious. It’s a deeply stressful moment. But the reasons behind rejections are often more technical than people expect — and, importantly, many of them can be reduced or avoided with clear documentation and early understanding of what insurers look for.
A wider explanation of the pressures shaping today’s claims process is available in our article on why home insurance claims are becoming harder to resolve, which sets out the structural issues behind these outcomes.
A home insurance policy is designed to respond to specific, defined events. When damage falls outside those definitions, or when essential evidence is missing, a rejection can follow. This article explains the most common reasons, so homeowners can approach the process with clarity — not confusion.
1. Gradual damage vs. sudden, insured events
This is the single biggest misunderstanding in UK home insurance.
Most policies cover sudden, unexpected events. They rarely cover damage that has built up slowly over weeks, months or years.
Examples of gradual issues often excluded:
- slow leaks
- damp caused by blocked gutters
- deterioration of sealant, grout or mastic
- long-term rot or mould
- damage from poor maintenance
Homeowners often discover these issues only when a visible problem appears — swollen floors, discoloured ceilings, or water staining. But from an insurer’s perspective, the cause may be long-running, even if the homeowner had no idea anything was wrong.
How to reduce the risk of rejection: Document when you first noticed the damage, take photos immediately, and avoid making assumptions about how long the issue has been present.
2. Wear-and-tear and maintenance issues
Policies generally do not act as a replacement for property maintenance.
Common rejection points include:
- aged pipework failing due to age
- sealant failing through normal use
- shower trays, baths or tiles leaking due to loose fittings
- roofs deteriorating over time
- poor workmanship from previous repairs
Insurers are required to assess cause first. If the root cause is wear-and-tear or poor maintenance, the resulting damage may not be covered.
How to reduce the risk: Take regular photos of areas prone to issues (bathrooms, kitchens, loft spaces). They can provide valuable evidence later.
3. Lack of clear evidence at the start of the claim
The FT article included several examples where unclear or incomplete documentation slowed the process. In some cases, it can also lead to a rejection. These documentation gaps also contribute to broader delays in case progression, as explained in our guide to the hidden reasons home insurance claims get delayed, where many of these issues first appear.
Insurers rely heavily on:
- photos taken before drying or strip-out
- early descriptions of how and when damage was discovered
- moisture readings
- itemised quotations
- access to the damaged area
If this information is incomplete, conflicting, or missing, an insurer may conclude that the cause cannot be confirmed. When cause is unclear, the claim may not proceed.
How to reduce the risk: Take photographs of everything — including the location of the leak, the path of the water, the affected rooms, and anything moved for safety. Date-stamped images are best.
4. Policy conditions that people overlook
Some rejections arise from technical policy conditions that most people never notice.
Common examples:
- late notification (waiting weeks or months to report the issue)
- beginning repairs before the insurer has inspected
- permanent repairs carried out without approval
- removing evidence (e.g., old pipes or fittings)
Homeowners usually do this in good faith — often trying to protect the property — but the insurer may interpret it as a breach of policy conditions.
How to reduce the risk: Report damage promptly and avoid making permanent repairs until the insurer or their representative has assessed the situation.
5. Misunderstanding what is — and isn’t — covered
The FT highlighted cases where homeowners assumed they were covered for events that their policies exclude.
Common disconnects include:
- Alternative accommodation: Some policies include it only for certain perils.
- Contents vs buildings: Many assume damaged flooring is contents when it is buildings, or vice versa.
- Accidental damage: Often requires a separate add-on.
- Storm damage: May require evidence of storm conditions or physical storm impact.
These misunderstandings do not reflect carelessness. Home insurance policies are complex, and the language is often technical.
How to reduce the risk: Check the policy schedule for add-ons and exclusions before making a claim, not after.
6. Disputes about cause vs. consequence
A frequent point of disagreement is the distinction between:
- Cause of damage (what failed)
- Consequence of damage (what was affected)
Policies typically cover the consequence, not the cause.
Example: If grout failed due to age (the cause), the insurer may decline that part of the damage. But if water escaped and caused sudden harm to flooring or ceilings (the consequence), that part may be covered.
It’s rarely all-or-nothing, but misunderstandings can lead to frustration.
How to reduce the risk: Provide clear, factual descriptions of what happened and where the damage spread.
7. Insurers need clarity, not assumptions
Many rejections occur not because the claim is illegitimate, but because the information is unclear or the situation appears ambiguous.
For instance:
- A homeowner cannot explain where the leak started
- The property was not inspected early
- No photos were taken before lifting flooring
- Contractors give conflicting accounts
- The cause is hidden behind fixtures
- The timeline is uncertain
The FT article showed how easily this complexity can develop under stress. A rejection doesn’t necessarily reflect doubt about the homeowner — it reflects doubt about the evidence.
How to reduce the risk: Write down a simple timeline the moment you discover the damage. It makes a big difference later.
What this means for homeowners
Most rejections are not about bad intent or disputes over trust. They stem from a combination of:
- policy limitations
- misunderstandings
- lack of early evidence
- technical distinctions
- difficulties proving cause
- delays in reporting
- work carried out too early
Understanding these factors before a loss occurs can prevent avoidable issues and make the claims process far smoother.
For practical steps that help prevent these problems and keep a claim on track, see our guide on how homeowners can regain control of a difficult insurance claim, which sets out simple actions that make a meaningful difference.
Our analysis of home insurance claims data across Northern Ireland shows clear patterns in the types of damage most likely to lead to disputes or evidence gaps, especially when the cause is unclear.
The next part of this series will look at Northern Ireland-specific trends, using real data from thousands of claims handled over the past five years. This offers a local perspective on what actually happens in practice, and why certain types of damage cause more difficulty than others.
Next in the FT Response Series
Part 4: “NI Claims Data: What We See on the Ground vs. the National Picture”
You can explore the full FT Response Series through our main hub page, which brings all articles together in one place.
