1 reviews | Active since Apr 2015
Claim declined because of \usage' ploicy"
I had lodged a cracked screen complaint a while back to mobility and they hastily comp**** to fix the screen and deliver it back to me within a week. After I paid the said excess.<br> <br> However on the 4th of the April 2015 my phone screen cracked again, I lodged a claim after the long weekend and waited. I was then told my claim had been declined due to a usage policy that my phone and SIM have to be together and that the last usage on my cell phone was on the 30th of May. Now bear in mind that SMS's and the like were coming in and after the screen blackout I could not see anything on my phone but the texts and whats-apps were going through. To them usage is calling and receiving calls not texts and data. I cannot call or see what is on screen but they continue to stand that \usage"was last on the 30th and i did agree that it was. The phone is still operational though"
After investigation into the claim we have found that it is declined due to usage. The insured number is not being used in the handset at the time of incident.
With the systems it updates if the SIM card is in the handset self, meaning regardless of phone calls, sms or data being used, the connectivity will still update. With yours it shows us the date is last used the 30/03/2015, however your date of incident is the 04/04/2015.
The usage screenshot has been sent through to you today 08/04/2015 at 12.19pm. You are able to go have this checked with your service provider and if they locate any other information or proof of usage, being used until the 04/04/2015, you can then send this through for the claim to be reviewed.
If you have any further questions please don't hesitate to contact.
Kind Regards,
Pauline Goosen
***
After investigation into the claim we have found that it is declined due to usage. The insured number is not being used in the handset at the time of incident.
With the systems it updates if the SIM card is in the handset self, meaning regardless of phone calls, sms or data being used, the connectivity will still update. With yours it shows us the date is last used the 30/03/2015, however your date of incident is the 04/04/2015.
The usage screenshot has been sent through to you today 08/04/2015 at 12.19pm. You are able to go have this checked with your service provider and if they locate any other information or proof of usage, being used until the 04/04/2015, you can then send this through for the claim to be reviewed.
If you have any further questions please don't hesitate to contact.
Kind Regards,
Pauline Goosen
***