Failure to refund on excess

I am writing to formally raise a complaint regarding my ongoing claim, which has not been handled with the efficiency, communication, or urgency that I expected from your service. I feel severely let down by the lack of progress and follow-up—particularly in regard to the third-party claim and the reimbur*****t of the excess payment I was forced to make.

After the incident, I had no choice but to pay the excess out of pocket as I could not afford to be without a vehicle. However, despite repeated expectations and your assurance that your legal and claims departments would pursue the third party for liability, there has been no meaningful update or resolution. The delay has caused me significant financial and emotional stress, especially knowing that your collections and legal departments exist specifically to avoid such outcomes.

At this point, it feels as though I have been ****med—paying for a policy that has failed to support me when I needed it most. Your inaction has not only prolonged my suffering but also eroded my trust in your brand. I expected better from a company that claims to offer protection and peace of mind.

I demand an immediate and thorough update on the progress of the third-party recovery, an explanation for the delays, and a clear timeline for the reimbur*****t of my excess. If no action is taken, I will be forced to escalate this matter to the Ombudsman for Short-Term Insurance and explore further legal avenues.