Poor service!

The only reason I had cover from this insurer was as a default to my Discovery card. I am completely dissatisfied with the service. If you have the choice, stay away from their service.

My luggage was ****** while onboard a train in Italy in 2018. I followed the correct procedures and submitted documents timeously.

My first contact with Oojah was negative. They did not want to accept emails from a GMAIL account - is this standard practice? There was so much back-and-forth. Ultimately, the main reason they rejected the claim was they alleged I did not all that I can to protect my luggage on the train ride. I placed my luggage in the designated luggage area on the train, alongside dozens of other people's luggage. They argue that I should have either kept it with me or kept it in sight. How am I meant to keep a massive suitcase with me while in my small train seat for 2 hours? The designated luggage area was at the back of the train and my seat was facing away from it as well.

I approached the FAIS OMBUD in 06/2020 to formally lay a complaint. I was equally dissatisfied with their service. After months of no feedback despite me prompting them, they conclude that they agree with me that I was not irresponsible in looking after my luggage. However, I had not submitted "certain information" that was needed to reach a conclusion. As such, the insurer did not decline my claim but deferred it and they cannot assist me. However, I received a claim rejection letter from Oojah and have not received any notification of outstanding information. The FAIS OMBUD is extremely slow and unprofessional. I reached out to them because of the tardy service received from the insurer. Where does one go when the OMBUD themselves delivers a poor service?