Unacceptable Claim Handling, Wasted Time & Unfair Rejection

I am extremely dissatisfied with the way my claim has been handled from start to finish.

To begin with, I have had to repeatedly follow up myself just to receive feedback. There has been no proactive communication, and once again today I had to chase for an update.

After following up, I received a call from Anthony, the assessor who attended my property. When he came out, I explained the entire situation in detail. The gates were removed as part of necessary renovations. I had no choice but to remove them during the renovation process. He personally inspected the property and saw the setup, including where doors were replaced and where work had been done.

Despite this, the claim has now been declined on the basis that it is “not covered under theft.”

What makes this even more unacceptable is that Anthony instructed me to obtain quotations for the replacement of the gates. I took time off work, arranged for service providers to come out, had measurements taken, and submitted the required quotes to him as requested.

If there was never going to be a reasonable chance of the claim being approved, why was I instructed to go through this entire process? Why was I asked to invest further time, effort, and inconvenience if the outcome had already effectively been decided?

I feel that my time has been completely disregarded and wasted. The handling of this matter reflects poor communication, poor claim management, and a lack of transparency.

I am formally requesting: 1. Immediate escalation of this matter to a senior claims manager. 2. A detailed written explanation of the rejection, specifically addressing the renovation context that was fully disclosed during the assessment. 3. Clarification as to why I was instructed to obtain quotations if the claim was not going to be considered. 4. A full reassessment of the claim based on all facts provided.

This experience has been extremely frustrating and disappointing!