Writing letters to insurance companies: How to draft letters that get results – with examples and expert tips
29/03/25
9
Minutes
Katrin Straub
Managing Director at nextsure
A letter to the insurance company can often determine the success or failure of important matters. Many people shy away from the effort or fear making mistakes – with our tips and templates, you can handle any correspondence with confidence. Find out how to protect your rights and achieve your goals.
The topic in brief and concise terms
A complete and precise letter with all relevant details (insurance number, clear subject line) is the basis for successful communication with your insurance provider.
Use sample letters as a template, but always adapt them to your individual case, and send important correspondence by registered post with a return receipt.
Know your rights and obligations under the Insurance Contract Act (VVG), and do not hesitate to challenge rejections or seek external help (e.g. the insurance ombudsman).
Correspondence basics: Laying the foundation for every successful letter to your insurer
A well-structured letter is often the first step towards resolving your issue. Most insurance matters require clear written communication. Always ensure your details are complete; these include your name, address, policy number and the current date. A precise subject line helps the insurer assign your letter directly, for example “Cancellation of my car insurance, policy no. 47110815”. Clear, factual language is crucial to success. Bear in mind that your letter is often the only source of information for the case handler. A clear presentation of your issue, whether it is a claim notification or a policy amendment, will significantly speed up processing. Always keep a copy of your letter and relevant documents for your records. This forms the basis for transparent communication and protects you in the event of any queries.
Practical guide: using sample wording for common insurance letters
For many standard situations, there are tried-and-tested phrases that make your work easier. Use template letters as a guide and adapt them individually. When cancelling a policy, it is important to ask for the earliest possible cancellation date and request written confirmation. A typical sentence could be: „I hereby cancel my insurance contract with the number [] in due time at the earliest possible date. Please confirm the cancellation and the end of the contract in writing.“ For a claim report, you should provide the date and place of the loss, as well as a detailed description of how it happened and the damage incurred. Enclose photos and estimates to speed up processing; often three to five meaningful pictures are sufficient. A copy of your insurance certificate can also be helpful. Here is a short list of what should never be missing from any letter:
Full sender details including telephone number
Correct address of the insurance company
Date of the letter
Clear subject line with contract or claim number
Clear explanation of the matter
Deadline if applicable (e.g. fourteen days)
Request for written confirmation
Handwritten signature
This structure helps avoid misunderstandings and ensures prompt processing.
Expert knowledge: Knowing legal pitfalls and formal requirements in insurance correspondence
The Insurance Contract Act (VVG) regulates the rights and obligations of policyholders and insurers. Knowledge of important provisions can help you with drafting. For example, the duty to disclose before the contract is concluded (§ 19 VVG) and in the event of a claim (§ 30 VVG) is important. For certain letters, such as a cancellation, соблюance of deadlines is crucial; the notice period is often three months to the end of the contract. The written form is required for many declarations to the insurer, by which a handwritten signature on a document is meant. Although many insurers now also accept the text form (e.g. email) for certain matters, for important declarations such as a cancellation or an objection to a refusal of benefits, sending the document by registered mail with return receipt is recommended in order to have proof of receipt. Our expert tip: In more complex cases or if the insurer does not respond, set a reasonable deadline for processing, usually two to four weeks. This can speed up the process.
Communication strategy: Striking the right tone and avoiding common mistakes
Clear, factual and polite communication is also crucial in correspondence with insurance companies. Avoid emotional or accusatory wording, even if you are upset. Focus on the facts and express your request precisely. A common mistake is omitting important information, such as the insurance number, which can lead to delays of up to a week. Make sure that all necessary documents are enclosed. Before sending a letter, read it through carefully once more to correct typos or unclear statements. A second person can be helpful here. Remember that the claims handler on the other side only has the information you give them. Good preparation and a complete letter to the insurance company are therefore indispensable. If anything about your insurance policy is unclear, ask proactively. Good communication can often resolve many problems in advance.
Digital channels: send letters to insurers online and use portals
Many insurers now offer customer portals or communication by email. Digital transmission can save time, but it also involves aspects that should be taken into account. Check whether the text form (email) is sufficient for your request or whether the written form (with signature) is required by law or contract. When cancelling by email, you should ask for an explicit confirmation of receipt and cancellation. Uploading documents in customer portals is often a secure method of sending, for example, a claim notification with photos; you will usually receive direct confirmation of receipt there. Please note the file size limits, which are often between five and ten megabytes per file. Our expert tip: store confirmation emails and screenshots of online submissions carefully. This serves as proof if discrepancies arise later. Digital communication is often faster, but proof of receipt is just as important as when sending by post.
Special case: appeal – when the insurer rejects a claim
If a claim is rejected, that is frustrating, but often not the final word. A well-founded appeal can lead the insurer to revise its decision. Always submit your appeal in writing and explain in detail why you consider the rejection unjustified. Refer to the relevant passages in your policy terms and conditions or to the legal basis. Enclose all relevant evidence supporting your position, for example medical reports or expert opinions. Set the insurer a deadline for reconsideration, for example four weeks. An sample appeal letter can serve as a template. If the appeal also remains unsuccessful, you can contact the insurance ombudsman. This ombuds service can be contacted free of charge and reviews the case independently. The average processing time for an appeal with the insurer itself can vary between two and six weeks.
The direct route with the insurer does not always lead to success, or you may feel uncertain. Do not hesitate to seek support if needed. Consumer advice centres often offer low-cost advice and template letters for a wide range of issues. For complex legal questions or high claims values, consulting a specialist solicitor in insurance law can be worthwhile. They can assess the prospects of success and represent you in correspondence or in court. Another point of contact is the insurance ombudsman association mentioned earlier, which acts as an independent arbitration body in disputes between consumers and insurance companies. The procedure is generally free of charge for consumers. Early, well-founded advice can help you assert your rights effectively and avoid mistakes that could weaken your position. Sometimes a discreet mention of our advisory service at nextsure can also help you take the right steps.
Request an individual risk analysis now: Have your insurance situation reviewed free of charge and receive specific suggestions for optimisation.
More useful links
The Consumer Advice Centre offers a wide range of template letters on financial and insurance matters that can help you communicate with insurers.
The Consumer Advice Centre of North Rhine-Westphalia provides a template letter for requesting documents from insurance companies.
The Insurance Ombudsman provides detailed information about the conciliation procedure in disputes with insurance companies.
The Federal Ministry of Justice provides the Insurance Contract Act (VVG) online in its current version.
FAQ
What is the best way to phrase a letter to the insurance company?
Be clear, factual and precise. State all important details (name, address, insurance number, date). Describe your request clearly and enclose any necessary documents. Ask for written confirmation.
What is the difference between written form and text form?
Written form requires a handwritten signature on a document (§ 126 BGB). Text form (§ 126b BGB) does not require a signature and can, for example, be an email or a fax. For some declarations, the written form is required by law or contract.
How long does the insurer have to respond to my letter?
There is no general statutory deadline for the response time. In claims settlement, a processing time of four to six weeks is often assumed. You can set a reasonable deadline (e.g. three weeks) for a response.
My insurer has rejected my application, what can I do?
You can submit an objection in writing. Set out your objection in detail and provide evidence. If that does not help, you can contact the insurance ombudsman or consider legal action.
Where can I find sample letters for letters to the insurance company?
You can often find template letters at consumer advice centres, the Bund der Versicherten or on specialist websites. Make sure to adapt the templates to your specific situation.
Do I need to inform my insurer when I move house?
Yes, you should notify your insurer of an address change immediately, as this can affect your policy (e.g. for household contents or motor insurance). A letter without a formal template or a message via the customer portal is often sufficient.
