Budget Insurance Warranty - Extremely bad!!

I purchased a vehicle privately and took out the warranty policy, I clearly explained during the sales call that I did not have the previous service history. I also advised that I would be sending the vehicle for a service. At no point was I informed that a full-service history would be a requirement for any future claims. Had this been clearly communicated, it would have influenced my decision to proceed with the policy.

Recently, my selector bracket failed and I submitted a claim. There were unnecessary delays while your team awaited images from the dealer, despite the images already being included in the original report. After this delay, an assessor was sent out, and I was asked to wait 48 hours for feedback. Once this period had passed, I was informed that a full-service history is required for the claim to proceed.

I have since had to repeatedly follow up for updates, as no proactive communication was provided. I was also advised to wait an additional 48 working hours for the sales call to be reviewed, which raises concern as this should have been reviewed earlier given the dispute regarding disclosure. This is all while it is impacting my work, due to *********** staff and as a consumer having to fight for rightful service.

Furthermore, when attempting to escalate the matter, I was advised that the relevant agents and managers were unavailable, and no alternative escalation channel was provided. On the contrary, I was advised by the agent at the time that I will get a call in the next 30 minutes to an hour, and while writing this post it is going for almost 2 hours later with no call from Budget yet. In essence, I must be happy and wait for Budget Insurance to call me back, the day when they eventually decide to do so. This is all while I am paying them for a service every month.

I respectfully request that this matter be reconsidered based on the information disclosed at the time the policy was taken out. I would also appreciate clear communication on the next steps and a direct point of contact for resolution.