Unsatisfactory service/*****/****/Claim Dispute

It took a full month to be told that my claim was declined. And I only received that information from the their Dispute Resolution Agent since I logged a complaint with them about my CLAIM delays and non response from the Consultant that was allocated my CLAIM. When the their Dispute Resolution Agent respond to me she talked as if I was made aware of my Claim Outcome(which is being DECLINED). So I asked her on what basis was it declined. She said because there was no Alarm Response System in my house and the house was unoccupied for more than 60 days. I told her my Building Confirmation letter says nothing about that and it was never communicated to me. I asked her to send me my contract highlighting those paragraphs. She didn't respond the same day . Then following day she sends me a letter which includes a Line where they reference from their standard Policy Book and there was nothing about Arm Response System. Strangely the line on the theft includes the 60 days non occupancy exclusion . I told her that on my Confirmation Letter that extended exclusion line is not there. Its only on the point below which is about malicious or intentional damage. So I told he I cant accept a DECLINE that is based on something that was never communicated or disclosed to me. If Dialdirect made amendments on their Policy Book, I should have received an update . I wasn't even gonna bother to dispute. And at this point my house is not even vacant. The tenant is out of Town. There were constant checks and grass cutting on the house which is why we were able to tell which period the housebreak took place.

They are saying they will refund me my premiums and for that period . I see this as a *****/**** because it cheaper for them to pay back my Premium than replacing the ****** items. They even CLOSED this dispute without answering all my questions. So is their allocate DISPUTE RESOLUTION AGENT can not give satisfactory service highlighting facts and EVIDENCE from what I signed up for a? Who then can assist? As in now, on my app my claim is still on "In Review" while on the other side the Dispute Resolution Agent is sending me a Letter that cant even correspond to my policy I signed up for.