How Long Does an Insurance Appeal Take? Timeline by Country

One of the most common questions from people who've just received an insurance denial is: "How long is this going to take?"

The honest answer depends on where you are, which type of complaint you're filing, and how complex your case is. This guide gives you accurate, realistic timelines for every stage of the insurance appeals process across major markets.

The Two Stages of Every Appeal

Every insurance appeal goes through at least two stages, and potentially more:

Stage 1: Internal complaint (with the insurer) You must file this first, before any external dispute body will accept your case.

Stage 2: External dispute resolution (ombudsman or regulator) If Stage 1 fails, you escalate to the independent body for your country.

Within Stage 2, there are often sub-stages: referral/registration, case management, and formal determination. Each has its own timeline.

Understanding where you are in this process helps you plan, maintain patience, and know when to push for faster progress.

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United Kingdom: Financial Ombudsman Service (FOS)

Stage 1: Internal Complaint (FCA-Regulated Requirement)

Timeline: The insurer has up to 8 weeks to issue a final response after you file a formal complaint.

In practice:

• Many insurers acknowledge within 5 business days
• Simple complaints are often resolved in 2 to 4 weeks
• Complex complaints (medical evidence, disputed facts, large sums) may take the full 8 weeks
• If the insurer doesn't respond within 8 weeks, you can go straight to the FOS

What to do if they're slow: Send a written reminder at week 6 noting that you will refer to the FOS at week 8 if no final response is received. This often accelerates resolution.

Stage 2: Financial Ombudsman Service

Total timeline from filing to decision: 3 to 18 months

More specifically:

• Adjudicator review: 3 to 6 months for straightforward cases; 6 to 12 months for complex cases
• Ombudsman review (if escalated): Additional 3 to 6 months
• Simple cases (clear facts, straightforward policy): 3 to 5 months
• Complex cases (medical evidence, multiple issues, large sums): 9 to 18 months

FOS published service targets: The FOS aims to resolve 80% of cases within 3 months at the adjudicator stage, but published data shows significant backlogs in certain complaint categories (particularly motor finance and complex life insurance).

Urgent cases: If you are in financial hardship or there is a health emergency, request fast-track status when filing. The FOS does accommodate urgent cases.

The 6-month deadline: Remember — you must file with the FOS within 6 months of receiving the insurer's final response. This deadline is strict.

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Australia: AFCA

Stage 1: Internal Dispute Resolution (IDR)

Timeline: 30 calendar days (per ASIC's RG 271 requirements)

In practice:

• Acknowledgement within 5 business days
• Resolution within 30 days for most complaints
• Financial hardship or health emergency: faster — ASIC requires prioritisation
• If 30 days pass without resolution, you can go to AFCA immediately

Stage 2: AFCA Process

Referral and registration stage: 30 to 60 days

This is where approximately 70% of complaints are resolved. AFCA contacts the insurer, the insurer reviews their position, and many disputes settle. This is often the fastest path to a good outcome.

Case management stage: 2 to 4 months additional

If not resolved at referral, a case manager is assigned, documents are reviewed, and a preliminary assessment may be issued.

Determination stage: 1 to 3 months additional

If the case goes to formal determination, a decision is issued within this timeframe.

Total timeline estimates:

• Resolved at referral stage: 1 to 2 months
• Resolved at case management: 3 to 5 months total
• Full determination: 4 to 8 months total
• Complex cases: Up to 12 months

AFCA time limit for filing: File within 2 years of the insurer's IDR response (or 6 years of the event if no IDR response was provided). Don't wait.

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Singapore: FIDReC

Stage 1: Internal Dispute Resolution

Timeline: Most Singapore insurers aim to respond within 21 calendar days. After 30 days without resolution, you can proceed to FIDReC.

Stage 2: FIDReC Process

FIDReC is notable for being one of the fastest insurance dispute resolution bodies globally.

Mediation stage: 4 to 6 weeks from acceptance

Mediation is scheduled quickly. The mediator facilitates a discussion between you and the insurer. Over 85% of cases are resolved at this stage.

Adjudication (if mediation fails): additional 6 to 8 weeks

If mediation doesn't produce a resolution, the case proceeds to an independent adjudicator.

Total timeline estimates:

• Resolved at mediation: 6 to 10 weeks from filing
• Full adjudication: 12 to 16 weeks from filing
• Complex cases: 4 to 5 months

FIDReC is, by a significant margin, the fastest of the major ombudsman bodies covered in this guide. Its 6 to 10-week mediation timeline compares very favourably to the 3 to 9-month timelines elsewhere.

FIDReC time limit for filing: Generally within 6 years of the event, but file as soon as possible.

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Malaysia: Ombudsman for Financial Services (OFS)

Stage 1: Internal Complaint

Timeline: Under BNM guidelines, insurers should resolve complaints within:

• 14 working days for straightforward cases
• 30 working days for complex cases

Stage 2: OFS Process

Initial assessment: 1 to 2 weeks

Mediation: 4 to 8 weeks from acceptance

Adjudication (if mediation fails): additional 2 to 3 months

Total timeline estimates:

• Resolved at mediation: 2 to 3 months
• Full adjudication: 4 to 6 months
• Complex life insurance cases: Up to 9 months

OFS time limit for filing: Within 6 years of the date the dispute arose.

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Ireland: Financial Services and Pensions Ombudsman (FSPO)

Stage 1: Internal Complaint

Timeline: Under the Consumer Protection Code, insurers must respond within:

• Acknowledgement within 5 business days
• Final response within 40 business days

Stage 2: FSPO Process

Ireland's FSPO process is more formal than some other bodies and involves a full investigation process.

Early resolution: 1 to 3 months

FSPO will attempt early resolution before proceeding to full investigation.

Full investigation and preliminary decision: 3 to 6 months

Final decision: 1 to 2 months additional

Total timeline estimates:

• Resolved at early resolution: 2 to 4 months
• Full investigation: 6 to 12 months
• Complex cases: 12 to 18 months

FSPO time limit: The FSPO accepts complaints going back 6 years — a very generous window compared to most jurisdictions.

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Hong Kong: Insurance Claims Complaints Bureau (ICCB) / Insurance Authority (IA)

Stage 1: Internal Complaint

Timeline: Expect a response within 21 to 30 days for most complaints.

Stage 2: ICCB Process

Assessment and referral: 2 to 4 weeks

Mediation: 4 to 8 weeks from acceptance

Adjudication (if mediation fails): 2 to 4 months additional

Total timeline estimates:

• Resolved at mediation: 6 to 12 weeks
• Full adjudication: 3 to 6 months

ICCB time limit: File within 2 years of the event giving rise to the dispute.

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UAE: Central Bank of UAE (CBUAE)

Stage 1: Internal Complaint

Timeline: UAE insurers are expected to respond within 15 business days for most complaints under CBUAE consumer protection regulations.

Stage 2: CBUAE Complaint Process

The CBUAE consumer protection process is somewhat less structured than dedicated ombudsman schemes:

Registration and initial review: 2 to 4 weeks

Investigation and insurer engagement: 1 to 3 months

Resolution or referral: 1 month additional

Total timeline: 2 to 4 months for most complaints. Complex cases can take longer.

Note that the UAE does not have a dedicated independent insurance ombudsman with the same adjudication powers as FOS, AFCA, or FIDReC. CBUAE's consumer protection process is primarily regulatory in nature.

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Canada: OmbudService for Life & Health Insurance (OLHI)

Stage 1: Internal Complaint

Timeline: Canadian insurers are expected to respond within 30 days in most provinces.

Stage 2: OLHI Process

Case review and acceptance: 2 to 4 weeks

Early resolution attempt: 4 to 8 weeks

Formal recommendation (if early resolution fails): 2 to 4 months additional

Total timeline:

• Early resolution: 2 to 3 months
• Formal recommendation: 4 to 6 months

Note: OLHI recommendations are not legally binding, though compliance rates are high. For disputes about federally regulated insurers, OLHI is the primary route.

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Timeline Comparison Summary

Country/Body	Internal Complaint	Mediation/Early Resolution	Full Process
Singapore FIDReC	21-30 days	6-10 weeks	12-16 weeks
Australia AFCA	30 days	1-2 months	4-8 months
Malaysia OFS	14-30 working days	2-3 months	4-6 months
Hong Kong ICCB	21-30 days	6-12 weeks	3-6 months
Ireland FSPO	40 business days	2-4 months	6-12 months
UK FOS	8 weeks	N/A	3-18 months
UAE CBUAE	15 business days	N/A	2-4 months
Canada OLHI	30 days	2-3 months	4-6 months

How to Manage the Wait

Waiting months for a resolution is genuinely difficult. Some practical suggestions:

Continue treatment if needed and safe to do so. Don't delay necessary medical treatment while the appeal is pending. Document all out-of-pocket costs — these may be recoverable as consequential losses.

Keep a communications log. Record every interaction with your insurer and the ombudsman body. Dates, names, what was said. This is important evidence and gives you a sense of control during an otherwise passive waiting period.

Follow up at regular intervals. Most bodies have enquiry lines where you can ask for a status update on your case. Don't be afraid to check in monthly.

Request urgent status if circumstances change. If your financial or health situation becomes more urgent during the appeal, notify the dispute body immediately and request expedited handling.

Know your time limits. While you're waiting, make sure you're not inadvertently missing a deadline to escalate further. For example, if AFCA's early resolution fails and you move to case management, understand when the case management decision is due.

Getting Help While You Wait

ClaimBack (claimback.app) helps you prepare the strongest possible appeal letter before you begin the process — giving you the best chance of resolution at the internal stage and reducing the probability of needing to go through a lengthy external process at all. The tool is free and takes about five minutes.

Summary

• Singapore FIDReC is the fastest: 6-10 weeks for mediation resolution
• AFCA Australia resolves 70% of cases within 30-60 days at the referral stage
• UK FOS typically takes 3-18 months depending on complexity
• Ireland FSPO is one of the slower processes: 6-12 months for full investigation
• Internal complaints must always be filed first — budget 2-8 weeks before escalating
• Time limits to file externally are real: FOS UK (6 months), AFCA (2 years), FIDReC (6 years)
• High-quality initial appeal letters increase the chance of early resolution, significantly shortening the overall timeline