I have to admit that I havent heard of this company, who is the Underwriter ?
Actually I've just looked it up, it's Red Sands and Lombard.
Erm, I've worked in the insurance industry for over 20 years and have never heard of Red Sands
Dealt with Lombard many moons ago but that was for car insurance, very odd !
Ok, I would recommend that you phone the claims dept Monday
afternoon ask to speak with a supervisor, take that persons name, explain the difficulties and ask that person to look into the matter before you file an official complaint. FSA guidelines dictate that when a valid complaint is raised strict timescales are imposed. If it were me dealing, if I literally had something on my desk that I could avoid a complaint I would deal with it there and then
its worth a go.
If you need any advice give me a shout.
Good luck