1 reviews | Active since Oct 2020
Declined claim
I have been paying insurance on my cellphone for years now.
And now just because I did not log the complaint within 30 days of damage they refuse to cover.
Damage happened in march, and with all the crazyness due to the covid 19 pandemic, I misplaced my phone, so couldn't do the claim. I just found it and sent in my claim and it was denied.
I feel like this isn't fair, there should atleast be some exception due to covid and the fact that I misplaced it. I've been paying for years now, and just saw that I'm over insured. I've probably paid already my phone's worth in insurance money. And now that I need to claim they cant even cover me. What's the point of even having insurance if they cant even help due to such a small thing I missed.
All the money I paid wasted now.
It will cost me over 3000 to do this from my own pocket, something I cant afford.
Thank you for bringing this matter to our attention,
I have read through the above as well as the description of the damage as advised to the underwriter.
Please be advised that the damaged battery would only be covered in the event that physical or liquid damage occurred on the device. As the device is 4 years old I would like to note that should the swollen battery be due to wear and tear, that this event would not have been covered by the policy.
With regards to the declination of the claim please be advised that the underwriter is bound by the terms of the policy and can only approve the claim in the event that all of the obligations of the policy have been met.
The policy wording states.
ii) Within 30 (thirty) days of the loss or damage you must have reported and
supp**** all relevant information and details of the claims we have
requested or your claim may be repudiated.
As the event happened 7 months ago the underwriter has had no option but to decline the claim. Our offices have remained open and have continued to process claims throughout the lock down period.
Should you wish to dispute the outcome of the claim you are welcome to submit a motivation in writing to the underwriter for their consideration. Should the claim remain declined you would need to approach the Short Term Insurance Ombudsman for further escalation as only they would have the authority to over turn the decision of the underwriter. The Short Term Insurance Ombudsman is there to ensure fair business practice has taken place.
Should you with to submit the motivation please e-mail ***
Kind Regards,
Megan,
24 Hour Mobility.
Thank you for bringing this matter to our attention,
I have read through the above as well as the description of the damage as advised to the underwriter.
Please be advised that the damaged battery would only be covered in the event that physical or liquid damage occurred on the device. As the device is 4 years old I would like to note that should the swollen battery be due to wear and tear, that this event would not have been covered by the policy.
With regards to the declination of the claim please be advised that the underwriter is bound by the terms of the policy and can only approve the claim in the event that all of the obligations of the policy have been met.
The policy wording states.
ii) Within 30 (thirty) days of the loss or damage you must have reported and
supp**** all relevant information and details of the claims we have
requested or your claim may be repudiated.
As the event happened 7 months ago the underwriter has had no option but to decline the claim. Our offices have remained open and have continued to process claims throughout the lock down period.
Should you wish to dispute the outcome of the claim you are welcome to submit a motivation in writing to the underwriter for their consideration. Should the claim remain declined you would need to approach the Short Term Insurance Ombudsman for further escalation as only they would have the authority to over turn the decision of the underwriter. The Short Term Insurance Ombudsman is there to ensure fair business practice has taken place.
Should you with to submit the motivation please e-mail ***
Kind Regards,
Megan,
24 Hour Mobility.