1 reviews | Active since Feb 2022
Lack of Accountability in Cellphone Insurance Claim
I submitted a cellphone insurance claim with Auto & General for my Cell C contract phone on 2 March 2026. To date, there is no clear indication or direction on the progress of the claim. Auto & General only responds to email inquiries, often taking a day or two to reply with a casual “followed up” message, which is inadequate.
According to Auto & General, they are waiting for a report from Cell C to process my claim. I visited a Cell C store on Sunday to find out who I could follow up with. I spoke to the store manager who could not bothered and stuck to not knowing anything.. I wanted to find out who can I follow up with regarding the report, customer care, head office who? She blatantly said she does not know who handles insurance claims, or who I can escalate this matter to. Without even trying to find out. This is completely unacceptable as a customer who has insured my phone, there should be a clear process and a designated contact person for such claims. She took my details and said the area manager would contact me; to date, I have received no follow-up.
It is extremely frustrating that:
There is no accountability from either Auto & General or Cell C.
I have insured my phone, yet the service provider does not take responsibility for providing the required report.
Despite repeated attempts, the claim has been delayed with no resolution, guidance, or escalation. While the phone is technically the property of Cell C, the manager said Cell C cant do anything as the insurance is not theirs, how?
Thank you for reaching out to Cell C, and please accept our sincere apologies for the service you received. We understand how frustrating this must have been for you.
We have sent you a direct message (DM) with further details and will assist you from there.
Cell C | BM
Thank you for reaching out to Cell C, and please accept our sincere apologies for the service you received. We understand how frustrating this must have been for you.
We have sent you a direct message (DM) with further details and will assist you from there.
Cell C | BM
Once again, as much as the phone is insured with an external party, the item insured is Cell C's property. Is it too much to find out who a query must be directed to? And just to be told "fend for yourself". Because that is basically what she said and at management level.
Is Cell C's staff always this clueless?
NB: I had established that she cannot assist, this is not handled in store, but to not even be willing to ask within the organisation where to direct me. I am still waiting to hear from the Area manager that she said she will get to call me. Please ensure it happens.
Once again, as much as the phone is insured with an external party, the item insured is Cell C's property. Is it too much to find out who a query must be directed to? And just to be told "fend for yourself". Because that is basically what she said and at management level.
Is Cell C's staff always this clueless?
NB: I had established that she cannot assist, this is not handled in store, but to not even be willing to ask within the organisation where to direct me. I am still waiting to hear from the Area manager that she said she will get to call me. Please ensure it happens.
I am writing to give feedback and to thank Ntibi Phohlele, the Escalations Support Desk Consultant.
First things first, it turns out on behalf of Auto & General, Telesure was dishonest with us and used Cell C as a scapegoat. Making as if there are report delays from Cell C, while in actual fact Cell C had provided them the requested reports and timeously.
The friendly Ntibi called me around lunchtime, following up on my review. She listened patiently and calmly, she answered every question I had and filled in the gap for Cell C. She went over and beyond looking into the matter, what we were being told and what was actually happening.
I can confirm that Ntibi has answered all our concerns from the Cell C brand and proved beyond doubt that Cell C strives on good customer service. As far as this claim is concerned, Cell C is in the clear and never caused any delays to the claim as previously mentioned by Telesure.
Thank you Cell C.
I am writing to give feedback and to thank Ntibi Phohlele, the Escalations Support Desk Consultant.
First things first, it turns out on behalf of Auto & General, Telesure was dishonest with us and used Cell C as a scapegoat. Making as if there are report delays from Cell C, while in actual fact Cell C had provided them the requested reports and timeously.
The friendly Ntibi called me around lunchtime, following up on my review. She listened patiently and calmly, she answered every question I had and filled in the gap for Cell C. She went over and beyond looking into the matter, what we were being told and what was actually happening.
I can confirm that Ntibi has answered all our concerns from the Cell C brand and proved beyond doubt that Cell C strives on good customer service. As far as this claim is concerned, Cell C is in the clear and never caused any delays to the claim as previously mentioned by Telesure.
Thank you Cell C.