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Patrick Ginnelly & Co. Property Claims Assessors Patrick Ginnelly & Co. Property Claims Assessors

Claim refused or offer too low: what you can do

A refusal letter, or an offer that seems too low, can be hard to take. You have options. This guide lists the steps in plain words.

Step 1: ask for the decision in writing

Ask your insurer for its decision and its reasons in writing. Ask which part of the policy it relies on. Keep every letter and email.

Step 2: read the policy

Read the policy wording and your schedule. Find the clause that the insurer names. Check whether the wording matches what happened. If a word or a clause is not clear to you, ask someone to read it with you.

Step 3: gather your evidence

Keep your photos, videos, receipts, repair quotes and any reports. They show what happened and what the damage costs. Do not throw away damaged items until your insurer has seen them.

Step 4: know the Code rules

The Central Bank Consumer Protection Code 2025 sets rules for insurers. Two apply to offers:

  • An offer must be the insurer’s best estimate of your reasonable entitlement (Regulation 363).
  • You must get at least 10 working days to accept or reject an offer, unless you agree to less (Regulation 365).

Do not feel you must answer on the day. Use the time to check the offer.

Step 5: use the insurer’s complaints process

Ask your insurer how to make a complaint, and use its complaints process. Put your complaint in writing. Say what you disagree with and why. Attach your evidence.

Step 6: the Ombudsman

If you are still unhappy after the complaints process, you can go to the Financial Services and Pensions Ombudsman. The Ombudsman is independent. See https://www.fspo.ie/.

Where a Loss Assessor can help

A Loss Assessor can read your policy with you. They can review the offer and the scope of works, and they can deal with your insurer for you. We cannot say what the result will be. Every claim is different.

Read Loss Assessor or loss adjuster and how the fee works. If you want to talk about your claim, contact us.

Sources

All sources read 2 October 2026.