When should you contest an insurer's claim decision?

We all need insurance to protect the things (and people) we love. Yet insurance policies are long and complicated documents. If you come to make a claim, you can often feel a little adrift on a sea of bureaucracy and maddening T&Cs. That's why many people give up rather than pursue a complaint. But that could well be a costly error. The consumer association, Which? is bringing a 'super- complaint' to tackle 'widespread failings in the travel and home insurance market'.

- MARTYN JAMES

In their investigation, Which? found evidence of poor claims handling, inappropriate sales processes and firms not following the law and regulations properly. Rocio Concha, Which? Director of Policy and Advocacy, said: "In only a short space of time since submitting our super-complaint to the regulator, we've seen an outpouring of frustration and anger from consumers about their experiences with insurers and support for what Which? is doing. So how do you know if you're being treated fairly? Here's my guide.

Some readers have reported that their claims were turned down after an 'informal' telephone conversation. This should not be happening. If you're making an insurance claim it's a formal process, ultimately leading to a written response to your claim. It may be that some insurers are 'inadvertently' treating some calls about claims as enquiries. Insist on a full investigation.