Shocking Customer Service

April 2016, during an armed *******, my phone, along with various other valuable items, were taken [CAS registered with SAPS]. On contacting the call centre, I was informed that because the SIM registered with the handset was not in the handset, the claim cannot be admitted. In view of the fact that I had never been issued with a policy or policy schedule, I was unaware of this clause. Also note, the policy has been in place now for a period of twenty two months without any claim – claim free. Allow me to outline the reason for the SIM not being in the handset at the time. I am currently in search of employment and use a tablet to access my emails (attachments are better displayed and the keyboard is not as small as that on a hand-held device). Both the SIM cards, registered in my name, is that of Vodacom network and I thus did not view this as being in contravention of any Vodacom “rules”. I would understand if the handset was being used on another network. To say I am disappointed would be putting it mildly. I am more than furious as there was more than one opportunity, for the service provider, to explain the terms and conditions of the insurance policy. The customer service was sorely lacking in this case. I humbly request that, based on the information above, the claim be reconsidered for admission. Failing this, I will have no alternative but to refer the matter to the office of the Ombudsman for Short-Term Insurance for arbitration.