LN
Lebohang N
1 reviews | Active since Jan 2012
20 Jul 2015, 11:18
Bad service
I just claimed for my lost phone firstly i was told i cant choose any phone that i want depending on the amount am insured on I was told i have to go with the same model I then asked for the White one Lizelle failed to tell me that the colour of the phone is not guaranteed because i received the black one and she just told me that just now when i emailed and asked. But for me not to be an unhappy client my relationship with 24hr end today i will put the stop to this debit oder and insure with someone who will be able to meet my demands because i pay for the service
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24Hour Mobility Cellphone Insurance's replyOfficial
20 Jul 2015, 13:18Hello lebohang nkwe,
Thank you for bringing the above matter to our attention.
We are sorry to hear that you are disappointment with the replacement process for your policy.
Please be advised that the underwriter who processes the claim and who has arranged the replacement device is bound by the policy wording which states:
In the event that the MOBILE DEVICE:
ii) Is replaced by your Insurer, they agree to replace the MOBILE DEVICE with the same MAKE and MODEL as the insured MOBILE DEVICE unless the same MAKE and/or MODEL is no longer available. The insurer will then replace with a MOBILE DEVICE of the same value and similar functions as the original MOBILE DEVICE at the time of loss.
Although the underwriter will always attempt to satisfy your requests they are not always able to guarantee the color of the handset replacement as this largely depends on availability.
I do see that as the Sony Z1 was not available they have opted to replace you with the Sony Z2 at no additional cost.
Kind Regards
Megan Hope
***
Thank you for bringing the above matter to our attention.
We are sorry to hear that you are disappointment with the replacement process for your policy.
Please be advised that the underwriter who processes the claim and who has arranged the replacement device is bound by the policy wording which states:
In the event that the MOBILE DEVICE:
ii) Is replaced by your Insurer, they agree to replace the MOBILE DEVICE with the same MAKE and MODEL as the insured MOBILE DEVICE unless the same MAKE and/or MODEL is no longer available. The insurer will then replace with a MOBILE DEVICE of the same value and similar functions as the original MOBILE DEVICE at the time of loss.
Although the underwriter will always attempt to satisfy your requests they are not always able to guarantee the color of the handset replacement as this largely depends on availability.
I do see that as the Sony Z1 was not available they have opted to replace you with the Sony Z2 at no additional cost.
Kind Regards
Megan Hope
***
24Hour Mobility Cellphone Insurance's reply20 Jul 2015, 13:18
Official
Hello lebohang nkwe,
Thank you for bringing the above matter to our attention.
We are sorry to hear that you are disappointment with the replacement process for your policy.
Please be advised that the underwriter who processes the claim and who has arranged the replacement device is bound by the policy wording which states:
In the event that the MOBILE DEVICE:
ii) Is replaced by your Insurer, they agree to replace the MOBILE DEVICE with the same MAKE and MODEL as the insured MOBILE DEVICE unless the same MAKE and/or MODEL is no longer available. The insurer will then replace with a MOBILE DEVICE of the same value and similar functions as the original MOBILE DEVICE at the time of loss.
Although the underwriter will always attempt to satisfy your requests they are not always able to guarantee the color of the handset replacement as this largely depends on availability.
I do see that as the Sony Z1 was not available they have opted to replace you with the Sony Z2 at no additional cost.
Kind Regards
Megan Hope
***
Thank you for bringing the above matter to our attention.
We are sorry to hear that you are disappointment with the replacement process for your policy.
Please be advised that the underwriter who processes the claim and who has arranged the replacement device is bound by the policy wording which states:
In the event that the MOBILE DEVICE:
ii) Is replaced by your Insurer, they agree to replace the MOBILE DEVICE with the same MAKE and MODEL as the insured MOBILE DEVICE unless the same MAKE and/or MODEL is no longer available. The insurer will then replace with a MOBILE DEVICE of the same value and similar functions as the original MOBILE DEVICE at the time of loss.
Although the underwriter will always attempt to satisfy your requests they are not always able to guarantee the color of the handset replacement as this largely depends on availability.
I do see that as the Sony Z1 was not available they have opted to replace you with the Sony Z2 at no additional cost.
Kind Regards
Megan Hope
***