Horse health insurance is a non-negotiable for many owners, but even with a policy in place, challenging a dispute over a claim can feel daunting and complicated. Many are left feeling confused and unsure how to move forwards, but the Financial Ombudsman Service can help by providing free advice during this sometimes challenging time, and they are reaching out to the equestrian community to spread the word about their services.The independent and impartial organisation was set up by Parliament to resolve disputes between consumers and financial businesses such as insurers. Over the past five years, its received over 200 complaints from consumers about horse insurance.It can be very worrying when your horse becomes ill, said Andy Wright, Ombudsman Director at the Financial Ombudsman Service. We sometimes hear from people who feel their insurance claims have been unfairly rejected. Thats why its so important insurers make their policy terms transparent and adhere to those conditions when determining a claim, and that people understand their cover. If owners feel unhappy with the service provided by their insurer, they should firstly raise an official complaint with the firm about the issue. If it hasnt been resolved to their satisfaction or they dont feel theyve been treated fairly, they should then contact our free, independent service and well see if we can help.The Ombudsman will review your complaint, look at both sides, check the facts and decide whats fair. At the end of their investigation, theyll give you and the business an answer. The service may decide the business has done enough to resolve your complaint and if thats the case, theyll explain why. If they think youve lost out, theyll ask the business to put things right. This might include sending you an apology, refunding charges or reinstating your insurance policy.Helping owners during challenging timesHorse owner Simon was assisted by the Financial Ombudsman Service after raising a claim with his insurer for veterinary treatment costs because his horse suffered from back pain. Although Simon provided evidence including his vets confirmation, Simons insurer refused to assess the claim mentioning inconsistencies and requesting further details. Simon felt he had supplied all the information needed and had issues with the lack of clarity and justification in the insurers response.Following a review of the policy, Simons evidence, and the insurers reasons for not progressing the claim, the Ombudsman found that Simon had a valid claim and that his insurer had not clearly explained why it would not be covered. The Ombudsman concluded that the discrepancies highlighted by the insurer did not justify rejecting the claim or refusing to assess it.As the insurer had acted unfairly, the Ombudsman instructed the firm to reassess the claim in line with policy terms and pay Simon compensation for the distress and inconvenience theyd caused.In a separate case, horse owner Sharon also sought the help of the Ombudsman. She had made the difficult decision to have her horse put down to prevent further suffering after he became seriously unwell. She submitted a claim with her insurer, expecting a payout for her loss. However, the claim was declined. The insurer said that specific veterinary guidelines hadnt been followed before the decision was made to put down the horse. Sharon felt this was unfair given the urgency of the situation. She explained that she had relied on her vets judgment in an emergency and hadnt been in a position to contact the insurer or consider policy requirements at the time.An Ombudsman looked into the case and found the insurer had acted unfairly. While the guidelines were relevant, they were not absolute rules. The Ombudsman found the insurer hadnt properly considered the vets opinion or the urgency of the situation, and that the decisions made had been appropriate in the circumstances.The insurer was instructed to pay the claim in line with the policy, add interest, and pay compensation for the distress caused.Find out more about the Financial Ombudsman Service here.Related contentColic surgery costs exceed insurance payouts, find vetsWhat does Death of Horse insurance actually cover? *Sponsored*Expert guide to public liability cover *Sponsored*The post Worried about an insurance claim dispute? Free help at hand for horse owners appeared first on Your Horse.