If you're having problems with your insurance company and can't seem to resolve them, you may want to contact the insurance ombudsman. The insurance ombudsman is an independent body that deals with complaints about insurance companies.
To contact the insurance ombudsman, you will need to have already made a complaint to your insurance company and tried to resolve it through their internal complaints process. If you're not happy with the response from your insurance company, or if they haven't responded within eight weeks, you can then lodge a complaint with the ombudsman.
The ombudsman will look at your case and decide whether or not to investigate further. If they do investigate, they will look at both sides of the story and try to come to a fair resolution. This may involve mediation between you and your insurer, or in some cases, making a decision on who is right and who is wrong.
If you're not satisfied with the outcome of your case, or if the ombudsman decides not to investigate further, you can still take your case to court. However, going through the ombudsman is usually quicker and cheaper than going through the courts.