Horrible service when submitting a claim at Edgars

Absolutely shocking service …… We went to Edgars Maponya on Saturday to register a claim for my lost phone When we went to submit the claim they insisted on the OB number as well as the affidavit from the police The more I tell them that the police advised they only provide an OB number when the phone is ****** and not lost The more they insisted that we need to get this number and come back at which point the store would be closed Then when the manager was called to assist the service in fact only got worse . The manager Bongani Makhoba instead of helping us wanted to educate us how things are done and how procedure needs to be followed . The more we attempt to lead the conversation to resolve the matter the more he just wants to be right and educate us on procedure .I respect and agree that procedure needs to be followed however there is room for exceptions and looking at all the fact to assist a customer when you can . I am shocked to find that in this day and age that people that are in management roles cannot look at the bigger picture and cannot attempt to find a resolution for their customers . It is beyond me that the customer experience seems to mean nothing to Edgars. I then insisted they submit the claim without the OB number and that I will then call for them to add it when I get it ( luckily we did this as when we went back to the police the system was offline ). Now after 5 days of not having a phone they finally communicate that the claim is settled now they insist it has to be replaced after I have already ordered a new phone what will I do with a 2nd phone . Another manager – Aaron then calls me to advise that they can only replace and I advised then I will not accept this as I no longer need a replacement as this has taken so long to resolve . I have dealt with Hollard Before and have never had this shocking service In fact I think Hollard should take their partnership away from Edgars as there brand will also be damaged by being associated by this exceptionally horrible service … As they actually said that “ they can’t do it because Hollard will then decline my claim” .. the fact that they don’t know that they can’t even say such things to clients is beyond me … I will be taking this matter to the Ombudsman if my query is not resolved as I will not accept a replacement for something I have already replaced due to the inconvenience and time delay that they have caused me .. I will be feeling all my friends t and everybody I know to cancel their insurance with Edgars as the inconvenience and hassle is not worth it especially when there is many other brands that actually deliver the service you deserve ...