No Service

<p>So, I told the guys of 24 Hour Mobility that I didn't want to write a bad review, but I would if they didn't get back to me, and look, here I am. I said that I would give them till Monday 7 August to get back to me and here we are, two days later (I gave them some extra time) and I've still not got any response. If, by some chance, they did in fact try to contact me somehow, I have no missed calls on my phone, nor do I have any unread emails. <br /><br />Please note, this is not a reflection on the company as a whole, but on the individuals who refused to provide proper service or service at all.</p> <p> </p> <p>My LG phone, which I've had insured through 24 Hour Mobility for just over two years now is in need of repairs. I've got the ALL RISK cover, which includes liquid and accidental physical damage. I sent in my claim form on 21 July. Unathi Tyhalisi rep**** asking for more info on the damage, which I then responded to and she forwarded it to the claims handler. A couple of days later, I received a call in which I was told that they can't do anything until I take my phone to an authorised repair centre, get an assessment and send that to them, as they don't cover battery issues. They would then use that information, collect my phone and take it back to the repair centre to have it fixed. A bit odd I thought. But anyway, knowing that the issue is not my battery, I still asked for a list of repair centres, because on that call, I was advised that I can't just take it to any repair shop or the policy will lapse. I was then told to just go to the mall, because I will probably find one there. I left that as that and after the call, I Googled authorised repair centres in Cape Town to find the closest one to me. I came across only one authorised repair centre that is quite far from where I live. So, I would have to pay to get to the place and pay for them to have my phone assessed. I thought it was a bit ridiculous as I am paying my insurance for a service that includes repairs. <br /><br />I went back to email Unathi asking what constitutes an authorised repair centre. I asked for more information so that I don't go and do something that causes my policy to lapse. I mentioned that I know the battery is fine, as it still powers the phone and once again went into detail on what the actual problem is. I also asked for a list of damages NOT covered by the policy, since battery problems was the only one clearly stated on the call as not being covered. And perhaps it was just me being silly not having all the info I should have already known and I needed to be enlightened. Unathi then forwarded my email to Jabu for feedback. This all happened on 25 July. I have since not heard anything from Jabu at all.</p> <p> </p> <p>I emailed Unathi and Jabu a few times over the last few weeks, but never received responses. The only time I received a response was when I asked about adding an additional device to my policy, as I needed a backup device when things like this occur and having my phone fixed can become a dragged out process. Unathi was quick to respond to that query. So clearly, my emails were being received. I asked again if there was feedback on my initial query and once again I went back to being ignored. </p> <p>And here we are... </p> <p> </p> <p>Rather just tell me no than drag this issue out so long. </p> <p> </p> <p>As a side note, even though my policy is just over two years old, the LG phone is only about year old (it was replaced last year after the original one was ******). </p> <p> </p> <p>Also, I now have a new backup phone, so I could return the borrowed one I was using, and my new phone is fully insured through 24 Hour Mobility (QUICK process).</p> <p>Did I shoot myself in the foot for adding my second device to my policy? Or will their service go back to being good like it was in the past? Time will tell if I remain here or move over to a different insurance company. But as it stands, my LG is unusable. If they refuse to provide me with the service I am paying for on a monthly basis, then it's pointless having a useless phone insured at all. <br /><br />I hope I get a response.</p> <p> </p> <p>Please EMAIL me or respond on here. I would like to have a paper trail of every bit of information I receive.</p> <p> </p> <p>Thank you. </p>