1 reviews | Active since Jul 2011
Claim Rejected Unreasonably, Bad Attitude
My handbag with my phone inside was ****** out of my Woolworths shopping trolley while shopping. I was told I was negligent with it in a public space. Any form of theft can be back rationalised as \negligence\" by an insurance company. One can not keep your eye on your personal goods 24/7 which is exactly why you have insurance in the first place. My shopping trolley was next to me. ******* took the opportunity to take my handbag in the split second I looked away from my trolley. I blacklisted the phone and opened a case with the police.<br> <br> I then provided 24HRmobility with CCTV footage of ******* leaving with my handbag. I was fed back the same \"negligence\" nonsense. On top of this, the staff was extremely rude to me over the phone. You can tell 24HR mobility will do ANYTHING not to pay out. Since my incident, I have heard a lot of bad feedback from many people about them. MTN has also ended their relationship with them. I advise anyone reading this to NOT take up insurance with 24HR Mobility. You will end up paying high premiums, every month, and when your phone gets ****** they will say you were \"negligent\" and not pay. Taking my case to the ombudsman. Most horrible experience ever"
Thank you bringing the above to our attention.
We are sorry for the frustration caused with your claim.
The claim was declined as the device was not safeguarded in a public area.
The CCTV footage has been reviewed by the underwriter and there is no clear view of you, your handbag or the incident as you have stated as the it looks like the trolley was left unattended.
Clearer footage would be required in order for the claim to be reviewed.
The policy wording which was sms'ed to you in 2014 and 2015 states:
SPECIAL NOTE REGARDING DUE CARE AND PRECAUTION
At all times you must take reasonable steps to safeguard the MOBILE DEVICE from loss,damage or theft.
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
viii) Loss or damage arising from the MOBILE DEVICE where it is left unattended
in a public place, place of recreation, office, mall or social occasion where it is vulnerable for easy removal or damage.
I will also email you directly in regards to this in order to see how we can further assist.
Once again, sorry for the frustration caused.
Kind regards,
Ruark Jewell
***
Thank you bringing the above to our attention.
We are sorry for the frustration caused with your claim.
The claim was declined as the device was not safeguarded in a public area.
The CCTV footage has been reviewed by the underwriter and there is no clear view of you, your handbag or the incident as you have stated as the it looks like the trolley was left unattended.
Clearer footage would be required in order for the claim to be reviewed.
The policy wording which was sms'ed to you in 2014 and 2015 states:
SPECIAL NOTE REGARDING DUE CARE AND PRECAUTION
At all times you must take reasonable steps to safeguard the MOBILE DEVICE from loss,damage or theft.
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
viii) Loss or damage arising from the MOBILE DEVICE where it is left unattended
in a public place, place of recreation, office, mall or social occasion where it is vulnerable for easy removal or damage.
I will also email you directly in regards to this in order to see how we can further assist.
Once again, sorry for the frustration caused.
Kind regards,
Ruark Jewell
***