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Hello, this is Jim and I am a dual-qualified lawyer (UK and Republic of Ireland) and happy to help you today.
Has the insurer given you their final response to your complaint yet?
OK, it looks like you clicked the call button - apologies I can’t take a call at the moment. If no one calls you then you will not be charged for it - an "authorisation" has been made for payment, that's all. However, the call request is open to all experts - if you want to cancel the call then please send an email to *****@******.***. I can continue with the question online if that suits?
What is the loss you want to claim from the insurer? I know they offered £34.
Yes, thank you.
You are covered under the Consumer Rights Act 2015 here which means you have a right to expect a service (from the insurer) carried out with reasonable care and skill.
Once you have the insurer's final response / deadlock letter the next step would be to escalate this to the Ombudsman - they will investigate and liaise with the insurer which would hopefully result in a more favourable outcome.
They can order the insurer to make a financial award for inconvenience if they have acted badly.
You can make the complaint here : https://www.financial-ombudsman.org.uk/consumers/how-to-complain
I hope this helps?