C surance and Worldwide Advisory Services very *********** staff

Hi guys This is the email i wrote to c surance From: Palesa Muchanga Sent: Friday, April 06, 2018 09:37 AM To: ********** Cc: ********** Subject: ********** 487084 URGENTLY Importance: High

Good day

Trust you are well

My name is Palesa Faith Muchanga. I would like to make a new claim for the Phone Samsung Galaxy grand prime plus . I lost my phone on the 31/03/2018. Here is my story :

The 1st attachment This was month later after I purchased my phone, I wanted the invoice showing how much am paying for the phone and the insurance. Okay I received the email from cell c but to my surprise the invoice didn’t have anything about the insurance that I have

2nd attachment After I saw the email I contacted cell c so that they can explain to me why I the invoice not showing that I have insurance. I then spoke to Mpho who told me that I don’t have insurance,. I was freaking out because to my knowledge I had insurance. Mpho then sent me the email in the second attachment so that I can fill it so that I can have insurance for my phone. Okay I said okay you can do that . after that call I realized that if I fill a new form it means am starting afresh, I decided not to fill in the forms

3rd attachment I then decided to go to cell c where I purchased the phone wanting answers on why the insurance was never added on my phone. They then explained to me that its not the store that add the insurance however they just send the documents to the administrator for the insurance. Nyasa Vhurandi then explained to me that he will send an email to c surance to add the insurance for me. The day that he send the email was 30 October 2017, I asked him to cc me in the email so that I can see the reply. Come 27 November 2017 I was still waiting for the feedback and that’s when I decided to reply all on that email that Nyasa send and say I still haven’t received anything. Still nothing up to date

Here are my questions How came I never received any documents to show that I have insurance { according to my Fais knowledge I have to receive documents within 31 days showing that have insurance and the contact details if I need to claim, this was never done What Is your SLA with regards to adding insurance for the customer Why was my insurance added months later after I purchased my phone, Is this a way to make sure that we pay higher excess

I just don’t have energy to fight , go to hello peter or ombudsman regarding this. I just want my claim to be a smooth transaction and I wont pay additional excess of R 950 for someone else error

So after sending this email i received automatic reply saying i will receive correspondence within 45 hours . Then on Tuesday 10/04/2018 15:41 i called c surance wanting to know the feedback regarding the claim, guess what the claim was not loaded on their system and the consultant when i asked her why is it now loaded she said that she doesn't know, and she said she will load it now, i asked her if i dint call you for follow up was t ever gonna be loaded , she said she doesn't now, her reply was very shocking and this people are very ***********. they didn't even bother to send me any communication so far, i am so ****ed off and i will take this matter to ombudsman . i need to know whats going on.