lack of fair, transparent communication from your team throughout the process

I logged a claims for my vehicle. Car was assessed and at the point of authorization for payment. Communication dropped.i tried to get an answer and final was told I needed to make a payment for a missed premium. I previous spoke to a consultant who never advised this at any point as they said I was in my grace period. I made the payment and a week later even after the payment was made and the proof was sent still waiting. This is not TCF and I had to log this matter with the ombudsman