Non-Payment of Shortfall Cover to Bank

I am writing to formally raise a serious concern regarding the non-payment of my shortfall cover following my recent vehicle accident. I have been paying monthly premiums specifically for shortfall protection to ensure that, in the event of a claim where my insurer does not cover the full settlement to the bank, your company would step in to cover the difference as agreed.

To date, the bank has not received the shortfall payment from your side, and I am now being held liable for the outstanding balance — a situation that is causing me significant distress and financial pressure. Despite my numerous phone calls and multiple follow-up emails, I have received no written response or clear progress update. I am repeatedly told that the assessor is unavailable, with no further assistance provided.

This level of service is unacceptable and does not align with the obligations outlined in our agreement. I respectfully request that this matter be escalated immediately to your management team, and that I receive the following:

A formal written response acknowledging this complaint.

An urgent update on the status of the shortfall payment to the bank.

A clear timeline by which the outstanding payment will be resolved.

Please treat this as an urgent matter. If I do not receive a response immediately becuase is been 3 months since claim was opned, I will have no choice but to seek further action through regulatory bodies such as the Ombudsman for Short-Term Insurance.