One of the most common reasons insurance claims are refused has nothing to do with the claim itself, but with the information given when the policy was bought. This is non-disclosure. This guide explains non-disclosure in plain English: your duty when buying cover, what can go wrong, and how to protect yourself.
What non-disclosure is
Non-disclosure means failing to tell the insurer something relevant, or giving inaccurate information, when you take out, renew or change a policy. Because the insurer prices and offers cover based on what you tell them, getting this wrong can affect your cover. If a claim arises and the insurer finds that you did not give accurate information, they may reduce or refuse the claim, or even cancel the policy, depending on the circumstances.
Your duty when buying cover
As a consumer, your duty is to take reasonable care not to make a misrepresentation when answering the insurer's questions. In practice, this means answering all their questions honestly and to the best of your knowledge, and not giving false or misleading answers. The law protects consumers who take reasonable care, so the key is to answer carefully and truthfully, rather than guessing, glossing over things, or leaving questions effectively unanswered.
Answer the questions honestly
Modern insurance generally works by you answering specific questions, so the most important thing is to answer each one fully and accurately. Do not assume something is unimportant and leave it out, and do not give an answer you know or suspect is not quite right. If a question is unclear, ask. Taking a little care over the questions when you buy is one of the simplest and most effective ways to protect a future claim.
What counts as relevant information
Relevant information is anything the insurer asks about, and anything that would affect their decision to insure you or the price. Common examples include previous claims, modifications to a vehicle, your occupation, who will use the vehicle or property, the security you have, and, for health or life cover, your medical history. If the insurer asks about something, it matters to them, so answer it properly rather than judging it unimportant yourself.
Honest mistakes versus deliberate misrepresentation
The consequences depend on what happened. If you took reasonable care and made an honest mistake, the insurer should still deal with your claim. If you were careless, the insurer may apply a proportionate remedy, for example paying less. But if a misrepresentation was deliberate or reckless, the insurer can treat the policy as if it never existed, refuse all claims, and keep the premium. So honesty and care protect you, while deliberate falsehood is treated severely.
Tell them about changes too
Your duty is not only when you first buy. If your circumstances change during the policy in a way the insurer would want to know about, such as modifying your car, changing how a property is used, or a change in who drives, you should tell them. Failing to update relevant changes can have the same effect as non-disclosure at the outset, so keep your insurer informed as things change, not just at renewal.
If you realise you made a mistake
If you realise you gave wrong information or left something out, tell your insurer as soon as you can, rather than hoping it will not matter. Correcting it promptly is far better than having it discovered at claim time, when it could cost you the claim. Insurers can usually adjust the policy or premium to reflect the correct information, so putting it right early protects your cover and avoids a much worse problem later.
Why insurers ask what they ask
The questions an insurer asks are designed to assess the risk you bring, which is how they price and decide whether to offer cover. A question about your occupation, your claims history or your home's security is not idle curiosity; it affects the risk. Understanding this helps you see why answering accurately matters, since each answer feeds into the cover and price you are offered, and a wrong answer distorts the basis of the whole policy.
Renewals and assumed information
At renewal, insurers often carry forward the information you gave before, sometimes presenting it as assumptions you must check and correct. It is easy to let a renewal go through without reviewing these, but if your circumstances have changed, the assumed information may now be wrong. Checking and updating your details at renewal is part of your duty, so do not treat a renewal as automatic; make sure the information it is based on is still accurate.
Medical and life cover disclosure
For health, life and travel insurance, disclosure often involves your medical history, and getting it right is especially important because claims can be large and closely examined. Answer medical questions fully and honestly, declaring conditions as asked, even if you think them minor or unrelated. Failing to disclose a medical matter is a common reason these claims are refused, so careful, complete answers to health questions are a key protection for this kind of cover.
Modifications and motor cover
For motor insurance, modifications to your vehicle are a frequent area of non-disclosure. Changes to the engine, bodywork, wheels or other features can affect the risk and value, and must be declared. Even modifications made by a previous owner count. Failing to declare modifications can invalidate your cover, so if your vehicle differs from standard in any notable way, tell your insurer, rather than assuming it is too minor to mention.
Keep a record of what you told them
It is wise to keep a record of the information you gave when buying or renewing, including your answers and any documents. If a question ever arises about what you disclosed, your record helps show that you answered honestly and took reasonable care. This is part of good record-keeping generally, and it can be valuable if an insurer later questions your disclosure, giving you evidence of exactly what you told them and when.
The single best protection against non-disclosure is a simple habit: answer every question fully and honestly when you buy and renew, update your insurer when things change, and keep a note of what you told them, so an honest, careful disclosure stands behind your cover when you come to claim.
In short
Non-disclosure means failing to give accurate, complete information when buying, renewing or changing a policy, and it is a leading reason claims are refused. Your duty is to take reasonable care not to misrepresent, by answering all the insurer's questions honestly. Honest mistakes should be dealt with fairly, but deliberate misrepresentation can void the policy. Keep the insurer informed of relevant changes, and if you realise you made a mistake, correct it promptly.
Where to get help and next steps
Read our guides to how to claim and avoid rejection, why claims get rejected, and, if you feel a decision is unfair, how to complain and the Financial Ombudsman. This is general information, not financial or legal advice.