Claim Rejected

<p>Unreservedly disgusted at the service I have received from 24 Hr Mobility. Lost my phone over a birthday dinner I was invited to with colleagues on Friday and lost it between transiting between the table and the bathroom. Upon my return, having realised I lost it – I asked any of my friends if they’ve seen it and it was confirmed NO. Then I submitted my claim on the 30th July. A lady by the name of Jabu Buthelezi was more than pleased to assist me in making this a seamless claim. Little did I know that 3 minutes into our call my claim would be rejected. For a moment I was unsure of how quick a claim could be evaluated. It then dawned on me that I called 10 minutes just before 5pm, maybe she was in a rush to get home. This lead to my requesting that she get the recording of our communication and get her management to oversee the matter as this didn’t longer fall under her job scope.</p> <p> </p> <p>I had to follow up on them on this recording on Tuesday and Thursday just before they got back to me. Eventually Jabu came back to me with the verdict that management still rejects the claim due to the fact that I didn’t take reasonable steps to safe guide my device (This is after reviewing the call recording). I am not sure why “Management” would classify this as having borrowed the phone to my colleagues, as I stated that the last time I used the device was when my colleagues and I took pics with them and then I went to the bathroom.</p> <p> </p> <p>I have been with 24 hr Mobility for more than 5 years over 3 cell phone contracts and I know their policy rules and exclusions like the back of my hand. I find it very unreasonable that why the verdict is made on the fact that my using the phone taking pics with my colleagues and asking them whether they have seen it when I realised that I don’t have it, is the base that I might have left it with them. Have they thought about the fact that It might have fell it on the way or in the bathroom? Maybe I was pickpocketed as I was in a very busy environment? I have asked for a recording of this call from them which I still haven’t received??? No sure whether it has gone missing?? Or there isn’t any to begin with. I want to take this further but need this recording first.</p> <p> </p> <p>Word of Advice, think twice before insuring with 24 hr Mobility – Your device is good as not insured! Long service and not claiming over 5 years doesn’t mean or guarantee trust to them.</p>