There are several reasons why a claim may not be accepted, including:

• The issue is not covered by your policy
• The situation is not considered an emergency
• The problem existed before your policy started
• You have not maintained your home and damaged has been caused as a result
• You have Basic cover and you are trying to make a claim for a boiler that has broken down
• You have contacted the wrong insurer

You can check your policy documents to confirm your level of cover and provider.