AS adviced I will be complaining to ombudsman. I dont want to make any mistakes in my complaint. Can you please look

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Customer: Hi,
AS adviced I will be complaining to ombudsman. I dont want to make any mistakes in my complaint. Can you please look into the complaint and suggest any improvements tio be made that would be great.
The complint is as follows:My son who is 18 years of age was driving my vehicle, Mitsubishi Lancer – GMN 347 and met with an accident on 23rd March 2021 in Dunedin. The vehicle was insured in my name with Trademe Insurance (23 December 2020 to 23 December 2021). The excess condition for this policy is $500 for myself and an additional excess of $750 if any other driver driving at the time of accident is below 21 years.
Soon after the accident my son called Trade me insurance, and they advised my son to make a claim online.
The next day Trademe staff called me and my son for some more information which we provided. A Trademe insurance staff called me after a couple of days of accident and said that the vehicle is written off and they would pay me agreed amount $5,050 minus excess charges of $1,200 since it was driven at the time of accident by a driver aged below 21years.
When I lodged a claim with my insurer there was a column where I was asked if the vehicle was ever used for business purpose and I had ticked yes. My son is a full time Otago university student and rarely used this vehicle for part time food delivery with KFC. Now, Trademe insurance is not honouring my claim because I had not mentioned the use of the vehicle for food delivery while insuring my vehicle.
My son was not using the car for food delivery when the accident happened and was going to the university to attend his lab. The delivery business had an insurance for my vehicle which would have covered any accident claims if my car met with an accident if it happened during food delivery.
I had told Trademe insurance customer service that my son was not using the car for delivery at the time of accident but they say that since I had not mentioned the car was also used for delivery while insuring the claim is refused.
Trademe insurance does not answer my emails and is difficult with me. I have emailed several times asking for updates on claim for which they do not answer. Trademe insurance have only told me over the phone when I had called them for update that the claim is refused and have not given it in writing. I have asked Trade me insurance to take the dispute to their internal disputes team. But Trademe insurance has refused to look at the dispute.
That is the reason I have brought the matter to you.Please advice.
Answered by Chris The Lawyer in 1 hour 1 year ago
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Chris The Lawyer, Expert

Hi Thank you for coming back to our site

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Chris The Lawyer, Expert

That is a good start for the complaint. You should also include any emails or letters which you have received plus the insurance policy and any other documents

Customer
Thank you for your inputs, I will send the complaint right away
Customer
I think I will send the complaint on Monday as it will be thes strat of the week
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Chris The Lawyer, Expert

Ok

Customer
Hi,
As discussed on Friday, I wanted to complaint to the ombudsman today(Monday the 10th). But on Friday I had got a email from Trademe insurance, which is as below:
“Your claim is currently under review by our Technical Claims Manager. I provided her with a comprehensive summary of the claim to date.
She has come back to me asking about a conversation you mentioned you had with our service team. Back on 01/04/21, you were speaking with our Claims Consultant, ***** ***** and you mentioned you had previously spoken with our customer care team about the vehicle usage and they told you that we would cover any claim where the vehicle wasn’t being driven for work at the time. We would like to try and find this call. Are you please able to advise the following:
• Can you please provide the phone number that you called from/we called you on? If you can’t recall, please supply all numbers possible so we can run them through our call recording system.
• If possible, are you able to provide an approximate date/time that this call took place?
Please send through any information that may assist us to locate this call.
I will make sure we provide you with a further update next week.”Now I don’t remember this conversation and have asked them to send me the recording of what I had mentioned on 01/04/21, to their Claims Consultant, ***** *****. I have emailed only then I will be able to give details.2 weeks back when I talked to the senior claims consultant, she had told me that I wont be getting the insurance on my favour and she is collecting all details to give to their claims department, before she went silent for 2 weeks. I had emailed twice after that conversation, asking for update but did not get any reply. I had called up last week the trademe customer service asking for an update and had told then I will be going to ombudsman if they don’t reply. That’s the reason I got the above email on Friday. Now I get a feeling that they are gathering all information against me so that I lose the case.Should I wait for their reply or should I go ahead and complaint to ombudsman? Please advice.
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Chris The Lawyer, Expert

You should wait for their reply first

Customer
Thanks
Customer
I don’t remember the conversation and have asked them to send me the recording of what I had mentioned on 01/04/21, to their Claims Consultant, ***** *****. Should I wait for them to send the recording or provide them with the phone number that I must have talked?
Customer
I apologise for being impatient. As I donot want any delay from my side with the trademe insurance, can you please answer my question above, so that I will take appropriate step. you have been very helpful so far. Thanks in advance.
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Chris The Lawyer, Expert

Give them the phone number and ask for the recording as well

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