Unresolved Claim for the past 9 months

 Good Day, There has been no positive feedback received from my broker to date. However, MUA have not reached out to resolve the issue or to assist in resolving this matter amicably.The bangle was delivered for the second time with different finishes, which does not meet the agreed specifications. We have now been advised that we must either pay for our own evaluation or submit a claim to the NFO.We were the premium payers for the insurance, yet the supplier appears to be permitted to supply what they see fit, while we are expected to accept substandard quality. This is both disappointing and unacceptable, given the circumstances and the expectations set at the outset.We request clarity on how this matter will be resolved fairly and urgently, without placing additional financial burden on us for an issue that is not of our making.We look forward to your prompt response and assistance in bringing this matter to a satisfactory conclusion. 

 I was advised that my only options were to either absorb additional personal cost for an evaluation, or pursue the matter through the NFO, a process that is both tedious and entirely unnecessary. These options are not solutions. They are an abdication of responsibility by MUA for the repeated failures of its supplier.  

MUA’s requested that I have the bangle independently evaluated at my own expense—yet again to prove the incompetence of your appointed supplier—There is a difference in the sizing as well as the value which has been escalated by over R40k this once again demonstrates  the extremely poor service levels received. 
This is now the third time the bangle must be returned to the supplier to be remade. This is beyond unacceptable. The ongoing inability of your supplier to deliver work of an acceptable standard is, quite frankly, pathetic.I require an immediate and clear response addressing the following:

• How many further attempts will be allowed for this supplier to “rectify” the same recurring issues?
• Why MUA believes it is reasonable to place additional cost, inconvenience, and administrative burden on the customer for failures that are not of my making.
• What decisive action MUA will take to resolve this matter once and for all, without further delay or expense to me.

My patience has been exhausted. This matter needs to be resolved promptly and conclusively. 

 Good Day Carina,Please may you provide clear responses to the questions raised in my previous correspondence.Specifically, we require clarification on the following:

1. How many further valuations will be conducted for our account while the trust remains with your appointed supplier?
2. What is the reason for the significant discrepancies between the valuations received to date?
3. How many additional attempts will be made by your appointed supplier to deliver the bangle in accordance with the required specifications?

A further almost two months have now passed without a final resolution, which is of serious concern. We would appreciate a definitive response and a clear timeline for closure of this matter.We look forward to your urgent feedback. 

Good Day

Please advise when we may expect your response to the above.  This claim has been incurring additional costs and time for us the insured. Thanks Vanessa

 Good Day,My broker has confirmed that no further feedback has been provided in response to the questions previously raised. To date, MUA has not addressed these queries, despite multiple requests from both my broker and myself. Please confirm whether your terms and conditions of the policy allow for an item that does not meet the required specifications to be repeatedly returned to the supplier for rectification, with those incorrect specifications not being formally addressed.

In addition, I request clear written responses to the following:

1. How many further valuations will be conducted on our account while the item remains with your appointed supplier?
2. What is the reason for the significant discrepancies between the valuations received to date?
3. How many additional attempts will be made by your appointed supplier to deliver the bangle in accordance with the agreed specifications?

I would appreciate a detailed response addressing each of the above points individually.

 Good DayI am writing once again regarding MUA’s handling of my claim and the subsequent lack of engagement following our concerns.MUA appointed a supplier to remake a bangle that was insured based on the specifications detailed in the valuation certificate. On the second attempt at remaking the item, the bangle again failed to meet the agreed specifications. This followed an earlier remake which was also incorrect, demonstrating an ongoing failure to deliver a like-for-like replacement.When we raised these concerns, we were advised to obtain an independent valuation at our own cost to substantiate the discrepancies. We did so, and the valuation clearly confirms that the remade item does not match the specifications outlined in the original valuation certificate upon which the insurance policy is based.Despite providing this evidence, MUA has now stated that the matter will not be addressed further, once again referring solely to the policy’s terms and conditions, without engaging with the substance of the issue raised.This position is deeply concerning. If an item is insured according to the specifications detailed in a valuation certificate, it follows that, in the event of a loss, the replacement or settlement must correspond to those same specifications. Failure to do so fundamentally undermines the purpose of the insurance contract.At present, MUA has:

• Appointed a supplier who has twice failed to meet the required specifications
• Requested independent evidence at our expense, which was duly provided
• Declined to address that evidence or provide a resolution

I am therefore requesting that this matter be formally reviewed and that MUA confirms how it intends to resolve the claim in a manner that aligns with the valuation certificate and the reasonable expectations of an insured customer.I would appreciate a substantive response by the close of business today. Should this matter remain unresolved, I will have no option but to consider escalating the complaint further.