unrealiable insurance company

On the 10/10/2022 I made an online purchase for the IPhone 13 pro max at I store pre owned online Istore .The device was then couriered and receive a week later after receiving my device I contacted the Istore to enquire about insurance and i was informed that the platform to enroll for insurance was only available online only and i have to make sure i ensure the device as soon as possible . In a few days I went online and did the necessary requirements and got a pop up that my phone will be ensured, and I will receive a confirmation letter to inform me once the device is fully insured. Fast forward to the month of October on the 27th to be exact I receive a notification on my bank that R 134.23 was deducted ref was apl0029 to my surprise that was an unfami**** reference and immediately I reversed the payment on my banking app and later called the bank .Speaking to my bank they explained that the amount was debited by Istore insurance and I got a surprise as the pop up message said I will receive an mail confirming my successful insurance application. I then instructed my bank to reverse the reversal I had made as I was unsure what the debit was for, and they informed me that they were unable to do so and that I needed to contact istore insurance . I made a call to insurance informing them about the misunderstand and they told me at the stage my insurance had been cancelled due to the failed payment and I told the consultant I was unaware as the confirmation email was never sent. The consultant informed me that the only way to get the insurance reinstated I have to send a request for it and they sent me paper work to do so and there was other instructions I had to follow to prove the phone was still in my possession at this time I had also made another instore purchase on the 22/10/2022 at Istore canal walk of the apple se space grey 40 mm watch and informed the consultant I want to take out insurance for the device.

He then advised me that I cannot take out separate insurance for the watch as both will be billed to same account, he advised me to state on the email of my reinstatement that I also want to ensure my watch and that was done on the 31/10/2022. On several occasions I tried to contact the istore insure contact centre and i was not getting throw left details for a call back and i was starting to panic as i did not yet recieved any confirmation finnaly on the 28/11/2022 a debit order for my insurence went off on my bank account and i was relived as i knew for sure that my devices are insured. on the 06/01/2022 the worse thing happened to me as i lost my watch while doing shopping in Parow and immediately checked find my apple and my device was on the move immediately called insurance seeking advice as the device was not far from my location. The consultant who assisted me informed me that i need to go to the nearest police station to report as the insurance company cannot do nothing at the point and i went to Parow police station to report the matter but when i logged into find my iphone the device was moved to Bellville and the police told me that i need to open the case in Bellville as the watch was nolonger in their jurisdiction.I then went to Bellville to open a case and called insurance again to inform them about the instruction i received at the police station and i informed the consultant that my device was only debited once by insurance how will i be affected she asked for my Identity number and said that because the device is less than 60 days i will be charged an addition of 10% on the access but i need to do a claim on line once i have finished opening a case at the police station. After a long wait my case was opened at Bellville police station ref nr cas 121/12/2022 was SMSed to me and i was told the case will be transferred to Parow as the matter happened there but in the case of the device showing at 15 Iona street Bellville the police will not be able to go with me there its a block of flats and they wont know where to start.

same night as i got home i kept checking my device on find my apple and also tried to open claim istore insure online and the system kept saying it does not recognize my identity number and cellphone and i requested a call back but i never got and did the same thing on a number of occasions then i decided to email the insurance on the 13/12/2022 informing them of the problem i am encountering and that i have been trying to contact them telephonically but was unable to get them the second email was sent on the 16/12/2022 and with all the above i had received no communications what so ever from the insurance.

After a few weeks of calling emailing and even visiting 2 stores to get assistance and not winning i was so torn but i endded up getting throuht via telkom insurance i explained my problem and they transferred me to an istore insure specialist who then asked me to email my query to *** and call after 15/20 min that was done then he informed me that on his side it shows my insurance has lapsed and he will need to do further investigation and give me a call back and also send a email with details. i waited for a couple of days and there was no call i called the insure again and i was told the gentleman who assisted me will give me a call back with details of investigation a day later the gent called and told me that i will not be coved for the apple watch as it was never covered by istore insurance and that the reinstatement i did for my apple 13 pro max has not been done therefore that device is also not coved . My first question was did the insurance not receive my documents and his answer was no all documents were received but my devices were not covered as insurance never sent a confirmation email. Second question why was there a debit order on the 28/11/2022 and he did not answer just told me that both devices are not insured .next question was who can i lay a complaint to about the above matter and he referred me to this email i also did some research and found other platforms i can lay a complaint about the matter so this is my staring point as the above very long email explains in details of how i followed all the instructions i was instructed by insurance but at the end of the day money was taken from my account but none of my devices where insured and there is no valid or solid reasons as to why my devices where not insured. I sent a complaint on the 17 january and a lady by the name Princess Magazi a head of the underwritting derpartement responded on the 20 january sayin that she has received my complain and she will investigate .Till todate there has been no communications from the company i have tried to make contact via email for feedback. I am so dissapointed at the above insurer as i could have protected my devices via any other service providers but i trusted them as they are affiliated with the I store but now i am here and noone willing to give me help and answers.