Cell C insurance is ******** me

Greetings,

Last year, I got a Cellphone contract and got it insured with the insurance company that was recommended to me by Cell C, which I took. Last year, on the 04 September 2023, we got involved in the car accident, the car we were traveling in, was hit by another car at the traffic light, and it flipped over and the back wind shield, was broken, and and the laptop bag containing our phones and the laptop fell off, and some people who were helping us to put the car on its wheels again, took the bag.

It took me a while before reporting the phone to the insurance company for multiple reasons. 1. I didn't have the phone box, which contains the IMEI number, which I needed to open a case, so that the phone could be blocked. 2. I called Cell C, 135, and was told i needed the IMEI number and without it, they cannot help,I should visit the Cell C store to get the IMEI number. 3. I went to Cell C store to explain what happened and that I don't have the box to check the IMEI number and they said they will send it via SMS, which, they never did. 4. I had to go to work and also look after my son who was injured in the accident.

I had to ask for time off to go to the Cell C store for help, but I was send from pillar to post. After about a month, I finally managed to go to Limpopo and fetch the box. I finally managed to submit the claim. That was October 2022. On a regular basis, I was asked for different information by the insurance company, which I did provide every time they asked for that information. I have been send from pillar to post by the insurance company, asking me to call so I can narrate my story so they can check if I am telling the truth or not, which I did. I was asked to take a picture of the box, which I didn't have anymore because I had to move houses, which I communicated to them. I was asked to ask Cell C for the second IMEI number since I didn't have the box, which I also did communicate to Cell C agent that was helping me with the claim.

After months of pushing Cell C and the insurance company, I got a call in February, from the insurance company, requesting me to make an affidavit explaining why I was not using the insured number at the time of the accident, which I did. The day I submitted the affidavit, I received a rejection letter from the insurance company, dated January, rejecting my claim based on the fact that I didn't report the phone ****** within 24 hours after the incident.

I feel ****med because, they knew they won't approve of the claim but they kept asking for all this different information, which required me to ask for time off work, to look for this information. I specifically asked them when they requested the affidavit in February 2023, if they are going to pay the claim, since they have been asking me for so many things which I provided, and instead of they sent and email, requesting same information.

They insurance company knew they were never gonna pay, instead, they kept deducting, dragging their feet and rejecting based on the time frame, which they were well aware of when they requested me to provide them with all this information they kept asking for.

I need your help to make them to pay, as I feel it was unfair. My contact number is ***. Let me know when you need me to provide you with all the documentation I have sent the company.

Regards, Mmathapelo Ellen Peteke