I paid for a 'first class upgrade', based on a consultation with their sales representative, for my air conditioners. I made a claim because it was making a horrible noise and it turned out to need a condensation pump replaced. They wouldn't pay for it because my system wasn't ducted. They have been collecting on my premium for several years and now they say it is not covered.
Remember this was selected by consultation with them! And it would have been covered by simply ticking another box at no additional cost. When trying to explain my complaint, there staff was completely rude deliberately placing me on hold for ages, 'accidentally' hanging up on me, and placing me in a random voice message service. To this day after trying on 4 separate occasions I haven't been able to speak to a supervisor or manager.
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