Appalling service

I would like to formally express my dissatisfaction with the service I have received regarding my credit shortfall claim.

My claim has now been ongoing for approximately three weeks, and throughout this process, communication from the consultant responsible for handling my claim has been extremely poor. I have repeatedly had to follow up myself to establish the status of the claim and where it currently stands in the process. I should not have to continuously chase updates on a claim for which I am paying a premium. I am honestly appalled by the level of service I have received. At present, I feel as though I am being treated as though I am asking for a favour rather than requesting assistance with a legitimate claim under a policy for which premiums were consistently paid.

It is particularly frustrating that debit orders and premium collections were processed without any difficulty or delay, yet now that I require M-Sure to fulfil its obligations and process my claim, I am experiencing unnecessary delays and a lack of communication.

I understand that claims may require assessment and verification; however, three weeks without clear communication or proactive updates is unacceptable. At the very least, I expect transparency regarding the current status of my claim, what stage it has reached, whether any documentation or information is outstanding, and an indication of when I can reasonably expect the claim to be finalised.