Not truthful

Good day,

I am writing this email out of extreme frustration and dissatisfaction regarding the outcome of my claim. The decision that has been made is unacceptable and, quite frankly, does not make sense based on what was communicated to me during the assessment.

The assessor who attended to inspect the washing machine verbally confirmed that the appliance is in good condition. He specifically mentioned that the machine still looks well-maintained and does not show signs of damage or neglect. He further explained that the issue could be related to the motherboard, as it is not sending the correct signals for the machine to perform the spinning function.

However, what is written in the final report is completely different from what was said to me in person. I do not understand how the same inspection can result in two conflicting versions. What was verbally confirmed to me and what has been documented do not align at all, and this raises serious concerns about the accuracy and fairness of the assessment.

It must also be noted that the washing machine is only three (3) years old. Labeling this failure as wear and tear is unreasonable. If this were genuinely wear and tear, the machine would likely not be functioning at all. Instead, the machine still washes and rinses perfectly — the only function that is not working is the spinning cycle. This strongly supports the likelihood of a specific electronic or mechanical fault rather than general wear and tear.

I find it extremely concerning that a possible motherboard failure was mentioned during the inspection, yet the claim has been declined on the basis of wear and tear. These two conclusions contradict each other entirely. I am now left questioning how the final decision was reached and why the assessor’s verbal feedback does not reflect in the report.

I pay my insurance premiums in good faith and expect claims to be assessed honestly, accurately, and consistently. This outcome does not reflect that standard. At this stage, I formally dispute the claim decision and request that the matter be reviewed and escalated.

Should the claim remain declined, I request a detailed written technical explanation clearly justifying how a three-year-old washing machine with a single failed function qualifies as wear and tear, especially in light of the assessor’s own comments regarding the appliance’s condition and possible motherboard issues.

I trust this matter will be treated with the urgency and seriousness it deserves. I look forward to a prompt and fair resolution.