Complaint Regarding Poor Service on Claim

I am writing to express my profound disappointment in the handling of my recent, minor claim lodged online on 24–25 June 2025. Initially, I was impressed by your prompt assessment. However, since that point, every step of the process has been marred by poor communication, unnecessary delays, and administrative errors that fall far below the standard promised and expected from Momentum Insure. After the assessment, I received no follow-up until I lodged a formal complaint. Although the assessor asked if I had a preferred service provider, I only learned of your preferred provider when I questioned why the assessments approved value of the repair was a third less than my lowest quotation. When I was advised this was their preferred service providers price, the quotation was one-third cheaper than mine, it raised serious concerns to me about workmanship quality. Multiple complaints were needed before I finally received a waiver to sign, yet every version of the paperwork inexplicably showed an excess when my policy clearly states that there is no excess. Even after re-submitting the correctly signed form, I was told you could not open the attachment, only to succeed on the second attempt—another avoidable delay. On 24 July, a month after I first raised the claim, I was assured the reimbur*****t would reach my account within “2–3 days.” Today, 3 August, I am still waiting. To compound matters, my surname has been misspelled in every communication, which suggests a worrying lack of attention to detail. Throughout, I have repeatedly seen statements claiming that Momentum Insure “goes to great lengths to bring you excellent service.” Regrettably, my experience has been anything but excellent. I expect an immediate resolution: accurate paperwork, correct spelling of my name, and expedited payment of the full claim amount. Continued delays will leave me with no choice but to escalate this matter to the Ombudsman for Short-Term Insurance.