Unfair claim rejection based on technicality, not merits

I lodged a warranty claim with Auto & General and cooperated fully at all times. The issue was confirmed by VW as a mechanical mechatronic oil-pressure failure, with no electronic fault codes present. As a result, freeze frame data does not exist, which VW confirmed in writing.

I informed the insurer timeously that the VW service clerk responsible for certain documents was on leave. An assessor later inspected the vehicle, confirmed no physical damage, and the claim proceeded to a desktop assessment.

Despite this, the claim was rejected purely on a 14-day documentation technicality, even though the missing information was unavailable through no fault of my own and the claim was clearly capable of being assessed.

I have formally disputed the decision and am disappointed that procedure was prioritised over a fair and reasonable assessment of the claim.