Horrible Servce

I am extremely disappointed with the manner in which my device insurance claim has been handled.

I submitted my claim on 11 August 2026, yet more than a month later I am still being told that the matter is "under review." During this entire period, I have not received a single call or meaningful update from either the insurer or the underwriter regarding the progress of my claim.

When I contacted the call centre today seeking answers, I was simply advised that the claim remains under review. No one was able to explain the reason for the delay, what investigations are outstanding, or when I can expect the claim to be finalised.

What makes this situation even more frustrating is that I receive multiple calls daily from Cell C representatives attempting to sell me new devices and other products. It seems that Cell C has no difficulty contacting me for sales purposes, yet no one can contact me to provide an update on a claim that has been pending since 11 August 2026.

To make matters worse, when I initially reported the incident and requested that my device be blocked, I was informed that my device could not be located on the system. This is difficult to understand considering that Cell C had no issue locating my account to debit my monthly handset instalments and insurance premiums. I have never missed a payment since the inception of the policy.

The delays and lack of communication have caused me considerable inconvenience and financial prejudice, as I have been forced to purchase a replacement device using my own funds while waiting for my claim to be assessed.

I am also concerned about the apparent lack of accountability regarding my claim. When I asked who was handling the matter, I was informed by an agent named Neo that she did not know. On a previous call, I was assisted by a trainee who was likewise unable to provide any meaningful information regarding the status of my claim. This does not inspire confidence that my claim is being actively managed.

As a paying policyholder, I expected my claim to be assessed within a reasonable timeframe and to be kept informed throughout the process. Instead, I have experienced delays, poor communication, and a lack of ownership of the matter. In my view, this falls short of the principles of Treating Customers Fairly (TCF), particularly the expectation that customers receive clear, timely, and appropriate communication.

I would like Cell C, the insurer, and the underwriter to urgently provide:

A detailed explanation for the delay in assessing my claim. Confirmation of the current status of the claim. Information regarding any outstanding requirements, if applicable. Details of the person or department responsible for handling the matter. A clear timeframe for when I can expect a final decision.

I have been patient, but my patience has now been exhausted. If this matter is not urgently addressed, I will have no option but to escalate my complaint to the relevant regulatory and dispute resolution bodies for further intervention.