COBS 7.10.5

An Insurer must:

(a) handle claims fairly and promptly;
(b) keep the Client informed of the progress of the claim;
(c) not reject a claim unreasonably;
(d) if only part of a claim is accepted:
(i) provide a clear statement about the part of the claim that is accepted; and
(ii) give clear reasons for rejecting that part of the claim that has not been accepted; and
(e) settle the claim promptly.