1 reviews | Active since Aug 2012
Over insured and uderpaid
I took out a cellphone insurance with 24hrmobility early 2014 due to upgrading to a new handset (iphone 5s) and everything was all sunshine yellow up until recently lost my handset. The service i am receiving from this insurance company is utterly shocking and there is no sympathy whatsoever from the call centre urgent guys, firstly i was fed wrong information regarding my insurance, I was told that my handset is insured for R11500 and now they want to replace my handset with a value of R9000 which I find very annoying and on top of that no one has been calling me to update me on the progress of my new device i have been calling in for the past 3 days to find out how far they are with my claim. I'm sick and tired of doing the run arounds and being taken for a fool by this insurance company I want them to give me an address where I can fetch my phone, I want them to cancel my insurance . I'll move to another insurance company were I will be treated fairly and were people wont shift problems and take responsibility for their mistakes and rectify them, im very upset and disappointed with the level of service I recieved from 24hrmobility and I will not recommend this insurance company
Thank you for bringing the above complaint to our attention.
The insurance policy is in place to leave a client in the same position as before the claimed incident occurred, as per the policy wording:
In the event that the MOBILE DEVICE:
ii) Is replaced by your Insurer, they agree to replace the MOBILE DEVICE with
the same make and model as the Insured MOBILE DEVICE unless the same
make and/or model is no longer available. The Insurer will then replace
with a MOBILE DEVICE of the same value and similar functions as the
original MOBILE DEVICE at the time of loss.
Your claim was approved within 24 hours and SMS communication was sent to your contact number in regards to the approval and excess required. The order for your new device has been placed with the supplier today and the delivery should take place early next week.
I do apologize for you being misinformed and I will email you in regards to the information you were supp**** with, but the underwriter is bound by the terms of the policy and have to replace you with the same device.
Once again i do apologize for the frustration caused.
Kind regards
Ruark Jewell
Thank you for bringing the above complaint to our attention.
The insurance policy is in place to leave a client in the same position as before the claimed incident occurred, as per the policy wording:
In the event that the MOBILE DEVICE:
ii) Is replaced by your Insurer, they agree to replace the MOBILE DEVICE with
the same make and model as the Insured MOBILE DEVICE unless the same
make and/or model is no longer available. The Insurer will then replace
with a MOBILE DEVICE of the same value and similar functions as the
original MOBILE DEVICE at the time of loss.
Your claim was approved within 24 hours and SMS communication was sent to your contact number in regards to the approval and excess required. The order for your new device has been placed with the supplier today and the delivery should take place early next week.
I do apologize for you being misinformed and I will email you in regards to the information you were supp**** with, but the underwriter is bound by the terms of the policy and have to replace you with the same device.
Once again i do apologize for the frustration caused.
Kind regards
Ruark Jewell