1 reviews | Active since Nov 2017
phone not repaired
My phone got damaged, i paid the access of R150. The device was collected on the 25 May 2021 and i am still waiting. There is no feedback as to what is happening. I call the call center they tell me Ntokozo is dealing with my claim meaning he is assigned to repair my phone. I call again today and i was told to call the underwriter of which i do not know them as i insured with 24Hour Mobility not anyone else. I call the underwirter and i am being told this Ntokozo guy is not available he is on leave. Now if a tecnician is on leave there is no one standing in for him the company stops running because someone is on leave. I have been without a phone for over two weeks and you are ***********. You do not provide feedback or keep us updated on what is going and when we call in we get referred to so many departments and no one is taking ownership. Can i please have my phone back if its so difficult to fix/repair and pay my premiums so i can get it fixed somewhere else.
Thank you for bringing this matter to our attention,
I checked the notes on the policy and can see that the repair delay caused is due to a stock shortage of blue parts at the repair center. Generally stock shortages of any item can cause a delay in the repair process however this should have been communicated with you in a speedy manner.
Ntokozo works for the underwriter who is responsible for processing your claim on behalf of the insurer. Ntokozo is not a technician at the repair center and his absence should not effect the processing time of the repair.
Your complaint will be escalated to a Team Leader at the underwriters office who will investigate the delay and contact you back with feedback.
Please note that 24 Hour Mobility is the name of the product. Your Broker is Pinnacle Marketing and your underwriter responsible for processing the claim is called Monitor. Gaurdrisk is the name of the insurer for the product. The disclosure document which was sent to you with your policy wording on inception of your policy outlines all relevant parties as well as their function in relation to the product.
We apologies for the inconvenience caused and thank you for bringing the matter to our attention.
Kind Regards,
24Hour Mobility Team. - Pinnacle Marketing
Thank you for bringing this matter to our attention,
I checked the notes on the policy and can see that the repair delay caused is due to a stock shortage of blue parts at the repair center. Generally stock shortages of any item can cause a delay in the repair process however this should have been communicated with you in a speedy manner.
Ntokozo works for the underwriter who is responsible for processing your claim on behalf of the insurer. Ntokozo is not a technician at the repair center and his absence should not effect the processing time of the repair.
Your complaint will be escalated to a Team Leader at the underwriters office who will investigate the delay and contact you back with feedback.
Please note that 24 Hour Mobility is the name of the product. Your Broker is Pinnacle Marketing and your underwriter responsible for processing the claim is called Monitor. Gaurdrisk is the name of the insurer for the product. The disclosure document which was sent to you with your policy wording on inception of your policy outlines all relevant parties as well as their function in relation to the product.
We apologies for the inconvenience caused and thank you for bringing the matter to our attention.
Kind Regards,
24Hour Mobility Team. - Pinnacle Marketing