Saddened by service received.

Hi. On the 26 of April 2019 I submitted a claim with IUA in regards to my shortfall claim. I was then told telephonically, that IUA will request all documents from the finance house in regards to my claim. I then left it as I assumed that they would get these documents. On May 9th, I then wrote a strong worded email of dissatisfaction to IUA, I was then only informed that they have not received the necessary documents from the finance house. I then continued to use my time and resources and I got the documents I was told to get by IUA, I then emailed these documents on the 10th of May, I then received information these are the wrong documents. Spoke to the finance house and then resent the documentation. On the 13th May I received another email these are the wrong docum ents, this is after speaking to SEVERAL PEOPLE in regards to my claim. I then got the correct documentation and then proceeded to send it to IUA on the 15th May.

I have since the 15th followed up on my claim every single day and it was said that after the 15th it would take 10 - 14 working days. However, I started the claims process on the 26th April 2019. TODAY IS THE 22 May 2019.

My main problem is, I have app**** for vehicle finance and I was told that it was approved. HOWEVER, They CANNOT pay the dealership out if they haven't received the settlement letter of the previous finance house, which IUA would be responsible for the (the payment of the shortfall). They are about to sell the vehicle, I got the vehicle on a sale as that is all I can afford.

I would like to know why one's claim is not being treated with the out most urgency and why it is so hard to speak to someone in charge to explain your situation. So there is no way a customer could be helped anymore.

This saddens me as I have only rated their services 10.