Poor service : Road Protect

 Good afternoon Mr. Bhika Hope you are well With regards to the below complaint received as well as on Hello Peter I have looked into the matter and have found the below.  Please note we are not an insurance company and the benefit we offer is to assist you with submitting a claim against the relevant road agencies to claim back any money you had to pay for damages caused to your rims or tyres due to a pothole.  Your incident happened on the 16/03/2022 the claim however was only reported to us on the 28-03-2022 which is well past the 5 days in which our Terms and Conditions confirms that claim should be reported and should not have been registered at all We then send you an email with a claim form on the 28-03-2022 for you to complete which also stated what documents would be required and that we needed to receive these documents within 30 days We received your claim form back with a copy of your ID on the 28-03-2022 and an email was send to you again on 29-03-2022 listing the outstanding documents. We then received an email from you on the 30/03/2022 with some of the documents but still not all the required documents. Another follow up email was send again on the 11-04-2022 to request these outstanding documents and only the invoice was received on the 12/04/2022. We then send another follow up email on the 13-04-2022 for the rest of the outstanding documents and no further response was received. We then informed you on the 03-05-2022 that due to the documents not being received the file is being closed. You responded the same day that you must have missed the email yet no documents were attached or send the same day. The claim should have been closed on the 28-04-2022 already but an extra few days were given Based on this investigation we will not be able to re-open the claim on our side as we also only have a certain time frame in which we can submit a claim to the Road Agency which unfortunately has lapsed Kind regards