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Kameer S

1 reviews | Active since Aug 2019

11 May 2021, 16:40

Mislead by this company with false information

I have been with this company for many years and just had the worse experience.

My scenario was that I claimed for my ****** phone which was insured for R5800,00, I was told telephonically and on the email that if they could not replace my model device which was the Huawei, they would give me a few options to choose from, however, I got a call yesterday to say that I have only one option which was the Huawei Y6P, I had to say yes as the lady clearly stated there are no other devices. I received the phone this morning and even though the model is later than my p10 lite , this phone has fewer features and is no comparison to my p10lite. I then decided to visit the site that the Y6P was purchased and found out that the phone they had purchased was valued at R2950. I was extremely frustrated and I called them and they told me they had no stock of other phones, which is a lie.

This is my policy number 24HRFGW116069

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Replies (7)
24Hour Mobility Cellphone Insurance
24Hour Mobility Cellphone Insurance's reply11 May 2021, 16:58
Official
Good Afternoon Kameer Singh, 

Thank you for bringing this complaint to our attention, 
We will escalate your complaint to management for investigation and revert back to you as soon as the investigation has been completed. 

We appreciate your feedback and are sorry to hear that you are unhappy with the replacement option made available to you by the underwriter. 

please expect to receive feedback on this complaint tomorrow as the underwriters office will be closing in the next few minutes. 

Kind Regards, 

Megan 
Pinnacle Marketing.
KS
Kameer S's update12 May 2021, 11:44
Reviewer Update
Hi Megan,

I have not received any call yet.


24Hour Mobility Cellphone Insurance
24Hour Mobility Cellphone Insurance's reply12 May 2021, 11:57
Official
Good Afternoon Kameer Singh, 

Please allow more time for the investigation of the complaint by management. 
Feedback will be provided during the course of the day today. 

I personally wrote a motivation to the underwriter regarding your complaint this morning. Please note that you are over insured and the correct insured value of the P10 lite is R4500. Please refer to your policy wording regarding over/under insure policies.
I have compared the P10 lite and the Y6p. As per GSM arena the Y6p does have superior specifications to the P10 lite. 
The current insured value of the Y6p on our system is R3200. 

I have requested that management at the underwriters office investigate the replacement options that where made available to you and for them to contact you in response to the difference in value. 

I will ensure to follow up on the complaint to confirm that a response is issued from the underwriters offices. 

As the broker I do not have the authority to over turn the decision of the underwriter and can only motivate the complaint to their office and follow up on your behalf. 

Kind Regards, 

KS
Kameer S's update12 May 2021, 12:39
Reviewer Update
Thank you for this Megan.
The underwriter needs to be dealt with as he or she has made a big mistake which has resulted in me getting a phone that is not worth my insured amount.
KS
Kameer S's update12 May 2021, 12:44
Reviewer Update
Hi, Again Megan,

Please see the below email, stating my device was covered up for R5800

Esmeralda Adams | Tue, May 11, 2:00 PM (21 hours ago)
Dear NATASHA VETTER,
I trust this email finds you well.


Please find that I have updated your existing 24 Hour Mobility Insurance Policy 24HRFGW116069 to your new claim replacement device HUAWEI P10 LITE with IMEI number ***. Based on your existing premium, your device is covered up to R 5 800,00 at as monthly premium of R 95,84 which includes a broker commission of 20%.


The new device is however at a lower value die to the device value that depreciated. You should be insured up to the indemnity value of R4 500.00 at a monthly premium of R85,66. Please note that you are currently over insured.



Please note that the monthly premium is a direct debit to your bank account.
24Hour Mobility Cellphone Insurance
24Hour Mobility Cellphone Insurance's reply12 May 2021, 13:39
Official
Good Afternoon Kameer Singh,

Please be advised that the email confirmed that you where over insured and that your device had depreciated in value. Please refer to the policy wording in regards to being over insured. There is no benefit to being over insured.

At point of claim the underwriter should replace the device like for like as per the policy wording; which includes the current insured value of the device and the specifications of the device. 

I am hoping for a favorable outcome from the underwriter. 

Kind Regards, 

KS
Kameer S's update12 May 2021, 16:12
Reviewer Update
Hi Megan ,

I have not got any feedback yet , please can you chase this up as the day is almost done.

Thanks