How Long Does an Insurance Appeal Take? Timeline by Country
Appeal timelines vary by country and insurer. Here's exactly how long insurance appeals take in Singapore, Australia, UK, USA, Malaysia, UAE, and Hong Kong — and what to do if they stall.
Getting a denial letter from your insurer is frustrating enough. But then comes the wait. How long will this appeal actually take? The answer depends heavily on where you live, which type of insurance you hold, and how far you need to escalate your complaint.
This guide gives you concrete timelines for the major insurance markets — and explains what to do if your insurer is dragging its feet.
Why Appeal Timelines Vary So Much
Insurance appeal timelines are governed by a combination of local regulation, insurer internal policies, and the complexity of your specific claim. In some markets, regulators set strict response deadlines. In others, the process is more fluid.
The good news: knowing the regulatory deadlines gives you real leverage. Once you've identified that your insurer is outside their required window, you can cite that in your appeal — and escalate to the relevant ombudsman or regulator immediately.
Singapore: FIDReC and MAS Standards
Internal appeal: 14–30 calendar days
MAS guidelines expect insurers to acknowledge complaints within 5 business days and provide a substantive response within 14 calendar days for straightforward cases. Complex cases may extend to 30 days.
FIDReC process: 4–10 weeks
Once you submit your case to the Financial Industry Disputes Resolution Centre, a mediator is typically assigned within 2 weeks. Mediation can resolve most cases within 4–6 weeks. If mediation fails and the case proceeds to adjudication, expect 2–4 months.
If your insurer stalls: You can escalate to FIDReC immediately if 30 days have passed without a substantive response. You can also file a complaint with MAS via their FCAS portal.
Australia: AFCA Timelines
Internal review: Up to 45 days
Under the Insurance Contracts Act and AFCA guidelines, insurers must complete an internal review within 45 days for most claims. For time-sensitive claims (e.g., terminal illness), they must respond faster.
AFCA process: 30–120 days
After lodging with AFCA, most cases are acknowledged within a few business days. Straightforward cases resolved through early resolution typically close within 30–60 days. Cases requiring investigation or adjudication can take 3–12 months.
If your insurer stalls: You can lodge with AFCA immediately if the insurer hasn't responded within 45 days — or sooner if they've issued a final decision you disagree with.
United Kingdom: FCA and FOS
Internal complaint: Up to 8 weeks
FCA rules (DISP) require UK insurers to resolve complaints within 8 weeks and issue a Final Response Letter (FRL). They must acknowledge your complaint promptly (typically within 5 business days).
FOS process: 3–12 months
Once you've received the FRL (or 8 weeks have passed), you can refer to FOS. FOS aims to resolve straightforward cases within 3 months. Complex cases involving significant disputed facts can take 6–18 months.
If your insurer stalls: If 8 weeks pass without a Final Response, you can go straight to FOS — no need to wait further.
USA: ACA and ERISA Appeals
Internal appeal: 30–60 days (standard), 72 hours (urgent)
Under ACA regulations, insurers must decide internal appeals within 30 days for pre-service claims and 60 days for post-service claims. For urgent concurrent care denials, the deadline is 72 hours.
External review: Up to 60 days (4 days for expedited)
After exhausting internal appeals, you can request an independent external review. Standard external reviews must conclude within 60 days; expedited reviews (for urgent situations) within 4 business days.
If your insurer stalls: File a complaint with your State Insurance Commissioner. For ERISA plans, file a complaint with the US Department of Labor. Document everything and note the specific regulatory deadlines your insurer has breached.
Malaysia: BNM and OFS
Internal complaint: 14 calendar days
BNM guidelines require insurers to acknowledge complaints within 5 business days and provide a response within 14 calendar days for most cases.
OFS process: 3–6 months
After exhausting internal channels, you can file with the Ombudsman for Financial Services (OFS). A case officer is typically assigned within 14 days. Mediation attempts come first; if unsuccessful, adjudication follows, typically within 3–6 months.
If your insurer stalls: Escalate to OFS after 14 days without a response. You can also lodge a complaint via BNM's BNMLINK portal.
UAE: CBUAE Timelines
Internal complaint: 15 business days
Under CBUAE regulations, UAE insurers must respond to formal complaints within 15 business days. This is a hard regulatory requirement — missing it strengthens your case for escalation.
CBUAE review: 30–60 days
Once escalated to CBUAE's Consumer Protection Department, straightforward cases are typically resolved within 30–60 days. More complex disputes may take longer.
If your insurer stalls: File directly with CBUAE via their online portal at cbuae.gov.ae once the 15-business-day window has passed.
Hong Kong: IA and ICB
Internal appeal: 30–60 days
Hong Kong insurers are expected to respond to formal written complaints within 30–60 days, though no single statutory deadline applies to all cases.
ICB process: 3–6 months
After filing with the Insurance Complaints Bureau, mediation is attempted first. Adjudication for cases up to HKD 1,000,000 typically concludes within 3–6 months from lodgement.
If your insurer stalls: Contact the IA directly if your insurer refuses to engage. You can also proceed directly to ICB without waiting for the insurer to formally reject your internal appeal.
What to Do If Your Appeal Is Stalling
Send a formal deadline reminder. Write to your insurer citing the specific regulatory deadline they have missed. This creates a paper trail and often accelerates their response.
Escalate immediately. In every market, you have the right to escalate to the relevant ombudsman or regulator once the insurer's required response window has passed.
Document everything. Keep copies of all correspondence, dates, and response times. These are critical if you need to demonstrate unreasonable delay.
Use a strong appeal letter. Insurers respond faster to formal, well-structured letters that cite regulations by name.
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