Dissatisfied with OUTsurance

I am lodging a formal complaint on Hello Peter, following my new brokers advice regarding the handling of my claim. The claim was with Outsurance and claim number ***. I am sadly dissatisfied with the lack of professionalism and vague communication from the insurer throughout the process.

My key concerns are:

Unacceptable delay – My claim was submitted in April 2024, yet I only received a rejection/finalization on 11 December 2024. Poor communication – At no point was I properly informed of the claim requirements or any key factors that impacted the decision. Everything was locked and secured, yet everything was dragged out extensively, and once the claim was being finalized, the requirements were sent to me.

Lack of transparency – The entire process has felt unstructured, with inconsistent and unclear responses. I request a detailed interaction history between myself, my broker, and the insurer to clarify how this matter was handled. I also need a formal response addressing how this turnaround time aligns with Treating Customers Fairly (TCF) principles.

I have now found new brokers to assist myself in this, to which i hope urgent feedback is received.