Discovery Cellphone Insurance is a *******

I sent an email last week asking for the process to follow on my claim submission. I realized from past experience over the last few months that I wouldn't get a swift reply, so I opened the app and submitted a claim.

Between Friday and Today, Monday no one contacted me regarding my claim. I called in and had to get the ball rolling. I'm sure I pay you for this service not the other way around. The consultant you assigned to my claim has not contacted me yet. COVID is not an excuse for slow poor service and communication

After calling in and speaking with a consultant, I heard for the first time that cell phones have very specific claim requirements. I'm without a phone since last Thursday and you want to send someone within the next 2 days to collect my phone and have it assessed. I already paid R250 at the Istore for them to assess their product. They supp**** me with a confirmation of booking letter and a letter confirming that my phone was not working. If the phone manufacturers letter is not good enough, then why would I accept whatever your testing company has to say?

Why pay you to insure my goods if all you do is try to wiggle out of it and avoid a payout or replacement? I feel like I wasted the last few years of paying around R250 a month for cellphone insurance, and I get this as a response.

You have been paid for a service. You should have already replaced my phone, simple as that. Don't create ways to cheat your customers.