Formal Complaint – Claim Number ***

I am writing to lodge a formal complaint regarding the handling of my insurance claim, Claim Number ***, arising from an incident on 4 August 2026.

Despite my vehicle being taken in for repairs over a month ago, I have had to repeatedly initiate follow-ups to obtain updates and authorization. This lack of proactive communication is unacceptable, particularly under a business insurance policy where timely resolution is critical.

On 4 September 2026, I reported that the repaired rims on my vehicle do not match the original rims. I was instructed to call back on Monday, 7 September 2026, which I did at 08:15. I was advised that an assessor would contact me. As of 11:28 the same day, no contact has been made.

This ongoing delay and failure to act constitute a breach of the duty of care and service expected under the insurance contract. The broker’s repeated assurances that “we will get back to you” without substantive action further exacerbate the situation.

I hereby demand:

Immediate rectification of the rim repair issue, ensuring the replacement matches the original specifications.

Prompt communication from the appointed assessor within 24 hours of receipt of this complaint.

A written explanation for the delay in processing and communication.

Failure to address these issues will compel me to escalate the matter to regulatory authorities and to seek alternative insurance providers. As a paying client, I am entitled to the service and professionalism stipulated in our agreement.

I expect a formal written response by close of business today.