Third party claim

I am writing to formally express my dissatisfaction with the handling of our claim concerning the incident involving our vehicle and a Yaris insured with Outsurance.

The incident occurred in July, during which a Yaris, reversing out of a parking space, collided with our stationary vehicle. Despite clear CCTV footage showing the Yaris reversing across multiple parking spaces and eventually striking our vehicle, we have been informed that we are liable for our own damages. This decision was based on an altered CCTV recording and claims that our driver did not brake quickly enough, despite our vehicle being stationary.

Our primary concerns are as follows:

Lack of Communication: Despite multiple attempts to contact your office and request updates, we have experienced significant delays and a lack of meaningful responses. Your office has communicated with the Yaris driver but has not kept us adequately informed. Inadequate Investigation: The decision appears to be based on an altered CCTV recording, which does not accurately reflect the sequence of events. We believe this decision does not take into account the full context of the incident. Unprofessional Conduct: When we were contacted recently, our concerns were dismissed without proper consideration or investigation into the facts presented. The lack of empathy and understanding towards our situation has been disappointing. Given these issues, I request a thorough review of our claim and the evidence provided. We expect a reassessment of the situation based on the unaltered CCTV footage and a prompt resolution to this matter.

Please acknowledge receipt of this complaint and provide a timeline for when we can expect a resolution. We hope for a swift and fair resolution and look forward to your prompt response.