Insurance claim process

I'm currently busy with a claim. I reported the incident. They called me once. I missed their call. Then they sent me a link for sending pictures. I followed the prompts and submitted, two times because they kept sending me messages to send. Within few day I got an email saying that they have closed the claim because the vehicle was not available for assessment.

I communicated with them again. They said they would reopen the claim. I sent the pictures on the email. They're now saying they can't open the images. I have asked them to arrange for someone to do assessment on their behalf. I'm still waiting for their way forward and see if they will pay out. I have another claim that I wish to lodge with them.

I'll come back here and update you all.