Unhappy customer

I have been with Dotsure for a few years now, my television stopped worked, I called in a logged a claim.

The assessor asked me to get a damage report, pictures, quotation and serial number.

I had to take the time and money to obtain the damage report, submitted it a day later I received a sms saying that my claim is being verified and I will be conducted for an interview, not sure what this has to do with the claim.

I emailed dotsure with no response. This afternoon 10th June 2020 I get a call from someone saying my claim was rejected because the cause was wear and tear.

No, this is not the cause! If they looked at the report it also said that the problem was with the back lights and they are unable to find spare parts to replace it

Now, during the pandemic when we are forced to stay at home and we have kids with no television please explain to me why do we take household content insurance when the insurance company always look for a loophole to not pay a claim.

No empathy, no review to see how they can help their customer just a cold email saying they cannot pay.

I have written an email to their internal ombudsman, companies that we allow to be service providers should take more time and attention to providing a service! Helping customers, have compassion when we all going this difficult time in our lives, we all trying to make ends meet.

No one has 5000 to 10000 to buy any new appliance, this is the reason why we take insurance.