Being ghosted on my PPS Short-Term Insurance claim – very disappointing experience

I am extremely disappointed with how my PPS Short-Term Insurance motor claim is being handled. I have effectively been ghosted throughout this process, with calls logged without any reference numbers (only consultant names provided), no return calls despite repeated follow-ups, and ongoing requests for the same documentation even after confirmation that it has already been submitted.

I also continue to receive SMS messages referring to documentation requests when no clear or formal request has been communicated.

What is most concerning is the selective manner in which my claim assessor responds to my emails, addressing some points while ignoring others, which has made it impossible to progress the claim efficiently or with clarity.

This experience has been particularly shocking given that I have consistently recommended PPS to colleagues and peers for life cover, critical illness, disability, and investments, and it is completely at odds with the professional image of the brand.

To make matters worse, my advisor was instructed to step out of the process, leaving me without adequate support or escalation. At this stage, I am simply requesting fair, transparent, and consistent engagement so that my claim can be handled efficiently and brought to finality.