When people lose property or assets or have unexpected expenses, it sometimes is appropriate to file a claim against an insurance policy or the company or person who caused the loss. However, you cannot always approve a customer's claim, depending on the circumstances. The proper way to deny a claim officially is to send the claimant a letter stating that you are not approving the claim and why. It is best to send the letter out as soon as possible after completing a thorough claims investigation.
Items you will need
- Copy of original claim
- Copy of investigation report
Type your name, left justified. Write your contact information on separate lines below your name. Include your email address if you have one.
Skip two lines and write the name of the recipient and her contact information, as formatted in Step 1.
Skip another two lines and write "RE: claim denial." Skip two lines again and type "DATE:" followed by the current calendar date. Double return once more and write your salutation, followed by a colon. The salutation should be formal, using "Dear" followed by the recipient's name.
Double return and state that the letter is in response to a review of the recipient's claim. Include the date and the name of the person with whom the claim was made, as well as a brief overview of what the claim covered.
Return twice and detail the steps and findings of the investigation.
Skip two lines and politely but clearly state that you are denying the claim based on the results of the investigation. Give the recipient information about how to proceed or what would have avoided the denial.
Double return and offer anything you can to make the recipient's denial a little less discouraging. For example, if you're denying a claim to replace a watch, give information about some discounted watches available for purchase through your company.
Skip two lines and give the recipient instructions on how to contact you with additional questions or concerns. Thank them for taking the time to make a claim and state that, although you cannot approve the claim, you hope to continue your business relationship in the future.
Skip two lines and write your closing, such as "Sincerely," followed by a comma. Skip at least four lines and type your name. If you have any enclosures, skip two more lines, write "Enclosures:" and note the number of enclosures in parentheses. Any enclosures should be noted in the body of the letter, preferably in the closing paragraph.
- Comstock/Comstock/Getty Images