Claim / Excess Recovery

The problem I experienced was that the agents promise to get back to you on your claim but never do you always have to follow up. Then the other problem the legal department is suppose to recover my excess from the person that bumped into me I have phoned 5 times with no success with the same answer they will call you back before close of business today but it never happens. At the moment I'm still waiting for a call back - pathetic service to say the least - I think the Ombudsman will be the only answer