Misled by Cell C – Told Both Phones Were Insured, Then Claim Declined

I took out a Cell C contract with two phones. I was told that both were insured, and I continued paying insurance every month with that understanding.

When one device was damaged, I submitted it at Cell C Sandton on 13 June, where the staff confirmed that both devices appeared to be insured. I received a claim reference number (#***) and was told the matter was being processed.

After more than a month of waiting and follow-ups, I received an email saying the claim was declined because it was for a “secondary device” — something I was never told at the time of signing the contract or during the claim process.

This is completely unfair. I feel misled, treated with no respect as a customer, and let down by both Cell C and Hollard Insurance. I want a full review of the decision and an explanation of why this was not communicated from the beginning.