Horrible Client Service - Cellphone Insurance Claim

I lodged a claim for my ****** phone at Cell C - Promenade on 06/02 (Ticket ID: 818553), where I was told by Jesse that my claim could take about 2 weeks. This is ridiculous in itself as I have no phone in the meantime and am unable to communicate with my Work - what is the point of having Cellphone Insurance then??? Till date no-one has tried to contact me to give an update on the progress of my claim. Yesterday 14/02 I decide to follow-up myself and contact the Insurance Call Centre ( ********** 007). The Call Centre Agent then informed me that my claim cannot be processed until I pay the R500 excess fee. (?!) What excess fee? Jesse never informed me of an excess fee when I submitted my claim nor was I made aware of any fees when I took out the Cellphone Insurance at Cell C Promenade. I was told as long as my monthly premiums are up to date I would have no problem to claim should the need arise.

It is utterly ridiculous that my claim is more than a week old and I still don't have a phone! it is also totally unacceptable that I am expected to pay an excess fee that I was never made aware off. This shows incompetence and lack of client service from Cell C Promenade. They should have informed me of the full process , T&C's, etc. which they did not.

I would like my claim to be finalized and await your response when I can collect my new phone.