1 reviews | Active since Jul 2011
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So I lodged a claim for my damaged cellphone, they declined my claim citing change of phone number. *** like really, what did I insure my cellphone number or the cellphone? What is the point of even providing the phone's serial number if that is overlooked for a phone number? Never heard of such ridiculousness, 24hour mobility had no problem deducting money from my account for the past 2 years with a changed number up until I logged a claim. Upon taking up your insurance I was not informed of this policy, where is your transparency and customer centricity. There is no communication with me as your client, no newsletters or brochures making us clients aware of all the important requirements, so for the past two years I was just a number then you expect me to have a relationship with you as a service provider how? Lee supervisor at the claims department has since promised to review since I escalated and give me feedback but nothing till to date, she said she would come back to me by close of business Friday.
Thank you bringing the above matter to our attention.
I do apologize for the inconvenience caused. Please note that the claim is being reviewed by management at the underwriter processing the claim.
Please note for future reference that the policy wording states:
It is important to note that the MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with telephone number listed on your Schedule. The policy allows for up to 2 numbers to be listed on the schedule. Either one of these listed numbers must be used in the insured device at all times.
You can change your cell phone number at any time but the MOBILE DEVICE will only be covered if your broker, Pinnacle Marketing (Pty) Ltd has been notified of the change.
I will follow up with the underwriter and also email you directly to address this matter as quickly as possible.
Once again, I do apologize for the frustration caused.
Kind regards,
Ruark Jewell
***
Thank you bringing the above matter to our attention.
I do apologize for the inconvenience caused. Please note that the claim is being reviewed by management at the underwriter processing the claim.
Please note for future reference that the policy wording states:
It is important to note that the MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with telephone number listed on your Schedule. The policy allows for up to 2 numbers to be listed on the schedule. Either one of these listed numbers must be used in the insured device at all times.
You can change your cell phone number at any time but the MOBILE DEVICE will only be covered if your broker, Pinnacle Marketing (Pty) Ltd has been notified of the change.
I will follow up with the underwriter and also email you directly to address this matter as quickly as possible.
Once again, I do apologize for the frustration caused.
Kind regards,
Ruark Jewell
***