Complain of quote rejection after submitting all the necessary documents

Policy Number: WARRPL-*** ID Number:************ Date: 28/10/2019 Dear Sir/Madam, I am writing this letter to bring to your attention that I am not satisfied with your quality of service regarding the claim submitted on 25/10/2019 from Audi Autohaus Centurion quote KB0. According to the email sent from your claims department on 28/10/2019, the quote is rejected due to terms and conditions #1 which state that “components that were broken or had failed before the plan started”. As far as I know, the car is covered immediately following submission of the Dekra-Multi-Point inspection certificate submitted to your Inspections Department on 1/10/2019 which clearly shows that no parts of the cooling system were broken or failed, therefore the reason to which the quote was rejected is unacceptable to me. Also, I had received an SMS confirming that my policy was active immediately shortly after I had sent the Dekra-Muilti-Point check certificate to you, which makes no mention of the policy being active only after the first instalment going through. Please listen to the recording clearly as the consultant only asked me when would you like us to debit your account. I would like for you to look into the matter and explain why the quote is rejected. Your urged attention to the matter will be highly appreciated.