ap33world.com

Inconsistent communication and no claim progress

Claim registered on 25/12/2025 following an accident.On 30/12/2025 I received a letter stating that Toyota Insurance had “attempted to contact me by telephone”. No missed calls, voicemails, or messages were received.On the same day (30/12/2025), I replied in writing stating that no call had been received and explicitly requesting details of the alleged call, including call logs or records relied upon. I wrote again on 02/01/2026, as no response had been provided to my earlier email. No substantive response was received to either message.On 05/01/2026 I then received written correspondence stating that they had been unable to contact me because they “did not have a valid contact number”. This contradicts the earlier statement that contact had been attempted. No call logs or evidence were provided.On 06/01/2026 I submitted a formal complaint regarding the delay, the inconsistent statements, and the handling of my claim.As at the end of the sixth working day since claim notification (and thirteen calendar days since the accident), my claim has not progressed at all. I have not been allocated a claim handler, no next steps have been provided, and there has been no acknowledgement or response to the formal complaint.I am a vulnerable customer, this was clearly stated and recorded, and the vehicle is essential for my family. Despite this, there has been no proactive engagement or prioritisation.This review reflects factual chronology only.

Date of experience: Dec 25, 2025