Waiting feedback to insure our solar system

I am writing to formally lodge a complaint regarding the ongoing lack of assistance, unreasonable delays, and poor service I have experienced from Standard Insurance over the past few years.

Firstly, we have been trying for a very long time to have our solar system insured. Despite numerous phone calls and follow-ups, we are repeatedly told that someone will “get back to us” or that feedback is still awaited from the person who attended our property to assess and quote on the insurance of the solar system. To date, we have received no clear outcome, confirmation, or written feedback. This matter has been ongoing for an unacceptable length of time and remains unresolved.

Secondly, with regard to claims submitted, we do not claim regularly — not weekly, monthly, or even quarterly. However, when we have experienced damage due to rain and leaking pipes, our claims are consistently declined on the basis that the damage is allegedly due to “maintenance issues.” This is despite the fact that we have made every effort to maintain our property responsibly and have submitted invoices and proof of maintenance carried out to prevent further damage. Even after providing this evidence, our claims continue to be rejected.

This situation has now been ongoing for almost three years. I genuinely feel that we are not being treated fairly or supported as policyholders. The repeated delays, lack of proper feedback, and ongoing claim rejections have caused significant frustration and financial strain.

I hereby request:

A clear written explanation as to why our solar system insurance has not yet been finalised.

A detailed written explanation for the rejection of our claims despite proof of maintenance.

Confirmation of the steps that will be taken to resolve these matters urgently.

Please treat this as a formal complaint. Should this matter not be resolved satisfactorily within a reasonable timeframe, I will have no option but to escalate the matter to the appropriate external bodies, including the Ombudsman for Short-Term Insurance.

I trust that this matter will now receive the serious attention it deserves, and I look forward to your prompt written response.