tT
talentmutomba T
1 reviews | Active since May 2016
02 Jun 2021, 12:58
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Am ****ed of with the way 24hour mobility has been handling my issue l accidentally dropped my phone and it had damage on the corner of the screen l then submitted my claim as per normal and waited for them to come back to me which was done l then received a call from there underwriter and he advised me that the claim was approved and l had to pay ZAR150.00 which l went ahead and did.
After they collected my phone and have my phone someone from their claims department called me again now telling me that the amount l paid was short l needed to pay and extra 300.00 which l don't understand as in why was l quoted and the incorrect amount and why 3 of there advises kept calling me to remind me to pay 150.00 and now it's my fault. l have used your service for years and l think you now losing me as a client after such kind of appealing service you giving me. All my mobile phone are insured with you guys
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Replies (5)
24Hour Mobility Cellphone Insurance's replyOfficial
02 Jun 2021, 13:31Good Afternoon Munyaradzi Mtomba,
Thank you for bringing this complaint to our attention,
We are sorry to see that the consultant did not include the additional excess amount in the original request.
Please note your policy wording does state that this amount is due to the insurer.
ALL RISK CELLPHONE COVER
If the phone is REPAIRABLE:
i) R150.00
ii) If you have a 2nd loss within 12 months, this amount increases to R300.00 and is R300.00 for all other losses thereafter
iii) All claims within 60 days of inception will have an additional R300.00 excess.
When a period of 12 months from date of last claim has elapsed the first amount payable structure will be reset.
The underwriter is bound by the terms of the policy and therefore cannot proceed with the claim without the full amount due to the insurer.
I have escalated this complaint to the underwriter for their record keeping purposes.
I do see that you have been in contact with their team leaders in regards to your dissatisfaction.
We do apologies for the inconvenience caused and can assure you that this additional excess is due to the insurer as the claim has been made within 60days of inception of the policy.
Kind Regards,
24 Hour Mobility Team,
Thank you for bringing this complaint to our attention,
We are sorry to see that the consultant did not include the additional excess amount in the original request.
Please note your policy wording does state that this amount is due to the insurer.
ALL RISK CELLPHONE COVER
If the phone is REPAIRABLE:
i) R150.00
ii) If you have a 2nd loss within 12 months, this amount increases to R300.00 and is R300.00 for all other losses thereafter
iii) All claims within 60 days of inception will have an additional R300.00 excess.
When a period of 12 months from date of last claim has elapsed the first amount payable structure will be reset.
The underwriter is bound by the terms of the policy and therefore cannot proceed with the claim without the full amount due to the insurer.
I have escalated this complaint to the underwriter for their record keeping purposes.
I do see that you have been in contact with their team leaders in regards to your dissatisfaction.
We do apologies for the inconvenience caused and can assure you that this additional excess is due to the insurer as the claim has been made within 60days of inception of the policy.
Kind Regards,
24 Hour Mobility Team,
24Hour Mobility Cellphone Insurance's reply02 Jun 2021, 13:31
Official
Good Afternoon Munyaradzi Mtomba,
Thank you for bringing this complaint to our attention,
We are sorry to see that the consultant did not include the additional excess amount in the original request.
Please note your policy wording does state that this amount is due to the insurer.
ALL RISK CELLPHONE COVER
If the phone is REPAIRABLE:
i) R150.00
ii) If you have a 2nd loss within 12 months, this amount increases to R300.00 and is R300.00 for all other losses thereafter
iii) All claims within 60 days of inception will have an additional R300.00 excess.
When a period of 12 months from date of last claim has elapsed the first amount payable structure will be reset.
The underwriter is bound by the terms of the policy and therefore cannot proceed with the claim without the full amount due to the insurer.
I have escalated this complaint to the underwriter for their record keeping purposes.
I do see that you have been in contact with their team leaders in regards to your dissatisfaction.
We do apologies for the inconvenience caused and can assure you that this additional excess is due to the insurer as the claim has been made within 60days of inception of the policy.
Kind Regards,
24 Hour Mobility Team,
Thank you for bringing this complaint to our attention,
We are sorry to see that the consultant did not include the additional excess amount in the original request.
Please note your policy wording does state that this amount is due to the insurer.
ALL RISK CELLPHONE COVER
If the phone is REPAIRABLE:
i) R150.00
ii) If you have a 2nd loss within 12 months, this amount increases to R300.00 and is R300.00 for all other losses thereafter
iii) All claims within 60 days of inception will have an additional R300.00 excess.
When a period of 12 months from date of last claim has elapsed the first amount payable structure will be reset.
The underwriter is bound by the terms of the policy and therefore cannot proceed with the claim without the full amount due to the insurer.
I have escalated this complaint to the underwriter for their record keeping purposes.
I do see that you have been in contact with their team leaders in regards to your dissatisfaction.
We do apologies for the inconvenience caused and can assure you that this additional excess is due to the insurer as the claim has been made within 60days of inception of the policy.
Kind Regards,
24 Hour Mobility Team,
tT
talentmutomba T's updateReviewer Update
02 Jun 2021, 14:33Can you explain to me how they got to the amount of 450.00. And if you walk into shop and you pick an item that was a price at 150.00 after all payments have been made does that sound fair for you to have someone call you to now say you under paid
tT
talentmutomba T's update02 Jun 2021, 14:33
Reviewer Update
Can you explain to me how they got to the amount of 450.00. And if you walk into shop and you pick an item that was a price at 150.00 after all payments have been made does that sound fair for you to have someone call you to now say you under paid
tT
talentmutomba T's updateReviewer Update
02 Jun 2021, 14:34Can someone please call
tT
talentmutomba T's update02 Jun 2021, 14:34
Reviewer Update
Can someone please call
tT
talentmutomba T's updateReviewer Update
02 Jun 2021, 14:34The number am reachable on is the other insured number ending 1211
tT
talentmutomba T's update02 Jun 2021, 14:34
Reviewer Update
The number am reachable on is the other insured number ending 1211
24Hour Mobility Cellphone Insurance's replyOfficial
02 Jun 2021, 14:44Good Afternoon Munyaradzi Mtomba,
A request has been sent to your underwriter to contact you.
As the broker we do not have the authority to change the decision of the underwriter who is bound by the terms of the policy.
Please see above insert from your policy wording which explains the break down in excess.
The excess is R150 for a first damage claim on a policy. Should you claim within 60days of inceptions you are required to pay an additional R300. This totals R450.
This information has been available on your policy wording since inception of the policy.
We do apologize that the consultant did not initially request the additional fee from you however this does not negate your responsibility as the policy holder to pay the required excess due.
Kind Regards,
A request has been sent to your underwriter to contact you.
As the broker we do not have the authority to change the decision of the underwriter who is bound by the terms of the policy.
Please see above insert from your policy wording which explains the break down in excess.
The excess is R150 for a first damage claim on a policy. Should you claim within 60days of inceptions you are required to pay an additional R300. This totals R450.
This information has been available on your policy wording since inception of the policy.
We do apologize that the consultant did not initially request the additional fee from you however this does not negate your responsibility as the policy holder to pay the required excess due.
Kind Regards,
24Hour Mobility Cellphone Insurance's reply02 Jun 2021, 14:44
Official
Good Afternoon Munyaradzi Mtomba,
A request has been sent to your underwriter to contact you.
As the broker we do not have the authority to change the decision of the underwriter who is bound by the terms of the policy.
Please see above insert from your policy wording which explains the break down in excess.
The excess is R150 for a first damage claim on a policy. Should you claim within 60days of inceptions you are required to pay an additional R300. This totals R450.
This information has been available on your policy wording since inception of the policy.
We do apologize that the consultant did not initially request the additional fee from you however this does not negate your responsibility as the policy holder to pay the required excess due.
Kind Regards,
A request has been sent to your underwriter to contact you.
As the broker we do not have the authority to change the decision of the underwriter who is bound by the terms of the policy.
Please see above insert from your policy wording which explains the break down in excess.
The excess is R150 for a first damage claim on a policy. Should you claim within 60days of inceptions you are required to pay an additional R300. This totals R450.
This information has been available on your policy wording since inception of the policy.
We do apologize that the consultant did not initially request the additional fee from you however this does not negate your responsibility as the policy holder to pay the required excess due.
Kind Regards,