Unreasonable Claim Rejection, Lack of Written Reasons, and Failure to Provide Assistance

I wish to formally lodge a complaint regarding AVBOB’s handling of my claim and the unacceptable level of service I have experienced. My claim was rejected without any clear or written explanation, despite my right as a policyholder to receive proper reasons for such a decision. Since the rejection, I have made numerous attempts to obtain clarity and assistance, all of which have been unsuccessful. I have visited several AVBOB branches and was repeatedly referred to the claims call centre. The claims line is largely inaccessible, with waiting times exceeding two hours. On the rare occasions when my call was answered, my details were taken and the call was subsequently disconnected, with no follow-up or resolution. I further attended AVBOB’s head office, where I was advised that consultants are working remotely and that I should continue contacting the same claims line, despite it being evidently ineffective. This demonstrates a serious lack of customer support and internal accountability. As a result of AVBOB’s failure to provide reasonable assistance, adequate communication, and written reasons for the rejection of my claim, I have suffered significant financial prejudice and emotional distress. This conduct falls far below the standard expected of a regulated insurer and contradicts the commitments made to policyholders at inception of the policy. I am still awaiting a formal written explanation for the rejection of my claim and a meaningful resolution of this matter. Should this not be addressed promptly, I will have no alternative but to escalate the matter to the relevant regulatory and ombudsman bodies.