A CLAIM FROM HELL!!

I submitted a claim with Finrite at the beginning of October and payment of the excess fee was made by the 13th of October.

I was advised that one of their agents would be contacting me within 24 hours to finalise the delivery of the device, but that did not happen. When one of their agents did finally contact me on the 18th of October from their claims department, I believe it was Lindiwe that I spoke to. She advised that the device that I insured in 2019 which was valued at R5000.00 then is now in 2021 R5200.00 from their supplier DRC, which I cannot understand why a phone valued at R3000.00 with other retailers in South Africa would cost that much. Forcing me to choose another model and make a cellphone that is within the insured amount, deviating from the original insurance contract that I had signed with Edcon in 2019, which is something I was advised would not happen when IUA took over from Hollard.

On that phone call on the 18th I was advised that when I am ready to pick a phone all I have to do is simply call in, and let the agent know which device I have picked and they would arrange delivery. I did this on the 19th of October, where I was advised by one of their agents who I believe to be Lebohang, she advised my choice would be forwarded to Lindiwe who would contact me before the day is over as she was currently on another call.

This also unfortunately did not happen forcing me to call in again on the 20th and the 21st of this month. Today I called and requested to speak to Lindiwe as she had failed to call me back yet again within the timeframe stipulated by their agents. I spoke to an agent who advised that Lindiwe was on another call and would call me as soon as she was done, I asked to wait on the line until she was done, this agent simply hung up on me thereafter. I called again an hour later after still not hearing from Lindiwe after I was advised that she would be calling me back after she was done with the initial call she was on. I spoke to Kgotsiyami who advised that I could not speak to Lindiwe who was on another call, even after I had requested to wait for her on the line, I requested to speak to Kgotsiyami's team leader hoping they could be of some assistance as someone with a senior position in the team, but there again I was left disappointed. I was advised that she is in a meeting until an undetermined time. The said agent refused to give me the contact details of the said team leader, to allow me to follow up on the matter and lay a complaint.

This claim process and the sheer lack of clarity and unavailability has been most unpleasant and has greatly prejudiced me as a paying client. Claims were much better under Hollard and with the help of Edcon agents in store as opposed to Finrite's agents over the phone who never keep to the timeframes they themselves stipulated.

I had requested that the contract of this policy be sent to me, 7 days later I am yet to receive it.