HORRIBLE ADMIN PLUS SERVICE

I would like to start off with expressing my dismay in the matter but more so the way in which AdminPlus chooses to deal with its customers.

Firstly I logged this claim over a week ago and was promised some sort of feedback in every call I made since (which is in excess of 3 calls) where I waited in long que’s which not only wasted my time but my airtime. Also note that on every occasion the call was disconnected I never received a call back from the agents (even though I know for a fact they had all my details to provide a call back). When finally I requested the call to be escalated today for thesecond time, when I was actually assisted while waiting on the call ( I am not sure why this has not been done on all the previous calls I made). I was advised that the SLA (turn around time ) for claim feedback was 24- 48 hours and only received feedback on the 19th JAN after logging it on the 12ThJAN. Because of the lack of feedback and failure to provide feedback within the SLA I now still sit with no phone. Note that I have requested all these calls , so that this company may see all my attempts to make contact with your company and you may find how you have made no attempts :

My calls were as follows :

19th @ 10:24– 18 min and 33 min calls respectively

18th @ 10:00- 17 min call

144h @ 12:14/ 16:23 – 4 min call and 6 min

12th @ 12:08 – 2 min

It appears that with this company feedback is only given when requests are made for escalation and this is extremely disappointing as I have been with this insurer for 3 years and now when I call on them, they appear to make nothing but excuses. As can be seen above I have made numerous calls and spent on average 80 min on the phone trying to make contact with my insurance. According to my understanding , I pay for insurance every single month to cover myself fromTheft, Loss and Damage. In my understanding this means that if my phone goes missing that the phone will be replaced as long as I submit all the necessary documentation to claim (whether you prefer I log this as a left OR loss). While you may consider my claim as negligent because I did not lock my locker (which I generally don’t do /and most people who attend the gym also don’t do) I am not sure why this means my claim is REJECTED as a whole. While I thank you for playing the motherly role in reminding me of my negligence I am not sure how this means my insurer will not cover my phone and consider it as a loss. As stated over the phone; the phone is gone and whether I locked my locker or the phone was taken without my permission I consider this a LOSS of my possession. I am not sure if your company prefer I get ****** and have my life put in danger to consider it theft. OR if I lose my phone while being out with friends will be better suited as a loss but either way a rejection reason such as negligence seems to be extremely vague.

All corresponence with the agent were very condescending and sarcastic.

Regards