WA Car insurance claim denied

[StevoGoSaints]

A friend's son's claim was recently accepted, but was subsequently denied.

He's a P-Plater, named as a second driver on the policy.
Licence suspension due to double demerits.
Got it back, had a stack well after.

Insurers denied the claim as 'his licence had been suspended in the past'

 

[Tim W]

What exactly is your question?

 

[StevoGoSaints]

Son's licence susp 2022.
Insurer sent letter to the mother advising her of son's excess of $1750, and gave her further info regarding repairers etc.
It also asked her to provide a Demerit Point Suspension letter from the Dept of Transport.
There was no overt acceptance of the claim in writing, from what I can see in their correspondence to her, apart from a tacit acceptance of 'Your No Claim Bonus will be impacted' and 'we'll contact you regarding getting your vehicle assessed.'

My friend says the claim was accepted verbally on the phone at first, and in the Claim Notification letter.
It was denied after the insurer received details of the suspension.
The Case Manager advised the insured to submit a complaint 'against the policy'.

Question: what should my friend say in her complaint to the insurer?
What can she put forward in her defence?