Lies, manipulation and breach of contract

A complaint will be lodged with the Ombudsman for Short Term Insurance (OSTI). Reasons for the complaint:

The microphone is not working - therefore it is damaged. The microphone is a physical component essential to the core function of a mobile phone - which is to make and receive calls. Your claims department alleges that physical damage to the microphone is not a "claimable event" because it is not a physical component - this is definitely not true. Monitor Administrators claim that I, as the user and the owner of the device, have to know what happened for the microphone to stop working - I told them I do not know because I am not a technician. Anything could have happened. Monitor Administrators further claim that I should make further expenses and spend time to have the phone assessed by an approved third-party technician to provide them with a "Technical Damage Report". Monitor Administrator consultants have on two separate occasions confirmed, on recorded phone calls, that there is NO clause in the policy that requires the insured party to consult a third party technician in order to support a claim.

Monitor Administrators are clearly in breach of contract and unwilling to honour the agreement between us. They are deliberately looking for loopholes that do not exist, lie about clauses that don't exist and attempt to mislead based on their false interpretation of what constitutes "physical damage" - which is not defined in their own policy wording.