Claim Rejection and Unprofessional Conduct

I am writing to formally express my deep dissatisfaction with the service I have received in relation to my recent claim. I am both appalled and disheartened by the manner in which the matter has been handled, particularly by the appointed assessor.

As previously mentioned, the assessor verbally rejected my claim without conducting any proper investigation or due diligence. I was asked to physically take the assessor to the scene of the incident—despite the emotional distress and trauma I was still processing. At the scene, I was told, without any formal assessment or written explanation, that the claim would be rejected. I found this treatment not only unprofessional but also deeply inconsiderate, and I believe the assessor’s attitude may have been influenced by my reserved and quiet demeanour, which I find unacceptable.

Further to this, I received an SMS today stating that my claim had been rejected and that I would be liable for the courtesy vehicle—despite the fact that I have been paying an additional premium for this benefit. Nowhere in the policy schedule does it state that I would be held liable for the cost of the courtesy car in the event that a claim is not approved.

Additional concerns include the following: 1. The SMS communicated the rejection of my claim without any supporting explanation or reasoning. I strongly believe that, had I not lodged this complaint, no justification would have been provided. 2. I was asked to provide multiple cellphone numbers during the process, yet no clear purpose or context for this request was given. 3. The lack of coordination between departments became apparent when even a member of the complaints team contacted me to inquire about the nature of the vehicle damage—information that should have been established early in the process. 4. All of this unnecessary stress has arisen from a minor incident. I shudder to think how much more traumatic and mishandled this process could have been had the vehicle been written off—or worse, if there had been a fatality. The lack of compassion, professionalism, and efficiency is alarming.

In light of the above, I formally request the recording of the initial conversation when I took up the insurance policy, as I have reason to believe that critical information—particularly regarding exclusions and the courtesy vehicle terms—was not adequately disclosed.

I trust that this matter will be thoroughly investigated and that I will receive a detailed written response addressing all my concerns and explaining the basis on which my claim was rejected.