**** Customer Service and Unfairly Declined Claim

<p>Cellsure is a selfish insurance company, i took the insurance with a contract phone when i cancelled the contract they told me they will cancel the insurance with immediate effect, but i phoned to enquire then i was sent a form to fill in so the insurance can continue and the form did not have term and conditions. Now i was ****** and on the phone i was using another sim card now when i put a claim they declined it due to the simcard being removed as per them, whilst they never explained to me that if i remove the insured simcard then nothing will be done by them if something might happen to the phone. I’ve sent them an email telling them i never knew that i must not remove the simcard which has been insured. All in all i communicated with Allistair Louis and he said he will ask for the recordings of the call when I took the insurance, I gave him a week but still has not come back to me. I called him today 20.05.2016 to ask how far he got with the recordings and he didn’t want to come to the phone so I was assisted by a lady and every time she could not answer she would put me on hold and go ask him what to say I assume. Now they came up with something else that I signed the application form when I was advised to fill in the form and send it to cellsure before the week end for the insurance to continue with the one I had and been paying monthly so I did as advised, now they are holding me to the form I signed, they say I agreed to terms and conditions which I did but were not explained to me and was afraid that they will cancel my insurance and if something might happen to the phone I would not be insured. They have declined my claim and now I’m phoneless, I’d better cancel my insurance with them if this is how they do business and when you take up insurance with them they need to explain they are insuring the simcard not the phone coz we pay premiums and when it’s time to claim they come up with dead excuses.</p>