Formal Complaint Regarding Denied Claim on Scratch and Dent Policy

Dear Budget Insurance Complaints Department,

I am writing to express my dissatisfaction with how my claim under the scratch and dent policy has been handled.

When I purchased the policy, I was explicitly informed that claims could be made after a 30-day waiting period. However, upon attempting to claim for two dents caused by another person opening their doors, I was informed that the waiting period is actually 90 days, and my claim has been declined.

This inconsistency is unacceptable. The 30-day waiting period was a deciding factor in my decision to take out this policy. Being informed of a 90-day waiting period only after trying to claim feels misleading. Additionally, the policy now appears not to cover such damages, which was never clearly communicated to me at the time of purchase.

I request the following:

A detailed explanation for the inconsistency in the waiting period information. A review of my claim, considering the information I was provided when taking out the policy. Confirmation of what the policy does and does not cover to avoid future confusion. I trust that you value your customers and will address this matter promptly. Please respond within seven working days to avoid me escalating this matter to the relevant regulatory bodies, such as the Ombudsman for Short-Term Insurance.