On August 22, 2017 we received an email from Satty at ProSight regarding our complaint hollowly admits to mishandling our claim. The letter states:
- Crew’s Mess Limited the company the complaint response was sent to, is a cover holder of ProSight. Satty did not apologize for the lack of communication for 4 weeks and assuming that we would know this.
- They advised Crew’s Mess to address issues directly thru Hill Dickinson. However, it was made clear to us that we were not required to have our solicitors deal with the matter. Therefore this is absolutely false, we have an email from Wayne Scott who states “you will need to liaise on all claim matters with your legal representative. They will need to discuss with underwriters and/or Hill Dickinson directly.”
- That they have considered the additional evidence and information and maintain their stance on declining all three claims.
Admits Claim Mishandling
The letter states “it is our aim to respond to claims as soon as possible and to maintain our customer service. Whilst it was a technical claim that required more investigation and consideration, ProSight recognises that the investigation and consideration of the dis-masting claim dated 1/5/16 took longer than may have been anticipated, and that there was a failure on our part to explain the reasons for that delay to you at the time and to keep you advised of developments. In consideration of that failure and in full and final settlement of any complaint that you may have in connection with the claims handling and speed of response regarding the dis-masting claim we would therefore like to offer you the sum of £5000.”
How insulting! £5000 is a paltry amount for the months of expenses caused by waiting on them. It’s obvious that they have no regard for the impact, even though they have expense reports. To think that we would walk away with this small amount made us more determined to fight.
However, their admission of mishandling the claim, is positive and will be helpful during the review process.