Repudiation is the insurer’s decision to reject a claim. The letter should say why. If it does not, asking for the reasons and for the materials the decision used is a sensible first step. A telephone assurance, in either direction, is a weak record.
The policy wording, the proposal, and the exclusions are the contract. A brochure, an agent’s explanation, or a hospital’s estimate may matter as facts, but they do not replace the clause that was bought. Read the clause the insurer quotes, and then read the definitions that clause depends on.
Non-disclosure is a frequent ground of refusal, especially in health and life cover. The fair question is what was asked, what was answered, and whether the fact now relied on was something the questions actually called for. It is not enough, on either side, to say that someone “must have known”.
Delay in telling the insurer, an excluded cause, or a dispute about the nature of the loss are other common grounds. Each one is factual. A late intimation is not always fatal, and an early intimation does not cure an exclusion that truly applies.
Insurers have internal grievance steps, and insurance complaints may also go to the ombudsman or, in a proper case, to a civil court or a consumer forum. The right door depends on the current rules and on the dispute. This article gives no deadline. Take the date from the refusal letter and check it against the official scheme before it expires.