Abysmal customer service

<p>Three years ago I took out Cell phone insurance with them for my Samsung S5. I have paid my premiums every month for three years. The only correspondence I had with them in all this time was an email in 2015 to raise my premiums. I finally put a claim in for the phone, as the screen and lcd were damaged. I was told I had to go into a CellC shop which I did on the 24th March. I heard nothing back. I then received a quotation from Cell C for the repairs on the 3rd which I could not understand as my phone was insured. I called Finrite who told me I must go back to Cell C as they had not received the claim. The Lady from Cell C forwarded me the claim form that she had emailed through to Finrite on the 24th. I spoke to Lindiwe at Finrite and resent the claim form and then I heard nothing . No email or sms or call saying we have received your claim......nothing. On the5th I sent the forms through again with an email asking for a response that the claim had been received and they were looking at it and still I heard nothing. No email. no sms, not anything. </p> <p> </p> <p>I had asked for a read receipt and both times I got one back from a Roslyn Adams, who I later found out was a superviser who apparently is not in the habit of replying to customers emails.</p> <p> </p> <p>Finally I called them again on Saturday and spoke to Kayleigh and asked what was going on. After keeping me on hold for quite sometime she said the claim was apporved and I had to pay R650 excess. Oh and I have to wait a further two weeks for my phone once they decide (and I've seen how swiftly they work) to let Cell C know to go ahead with the repair.</p> <p>Now two things, number one, was I supposed to sniff this out of thin air or do they only let people know the status of their claims when the customer phones in to find out what is happening? </p> <p>Secondly on my policy documentation given to me when I took out the policy it stated that the excess was R350. Kayleigh then informed me that the policy wording had changed two years ago... Well nice of them to let me know. She said they emailed me, but NO I did not receive an email to that effect. And if I did not pay the R650 they would not honour the claim....</p> <p> </p> <p>I don't believe they actually sent out an email and if they did they should make sure that the customer receives it.</p> <p>It looks like I will have to pay R650 that I did not anticipate and I truly suggest that if anyone is looking for Cellphone insurance to not touch Finrite CSurance with a bargepole. I woder how many times I am going to have to follow up with them before I get my phone back ?</p> <p> </p> <p> </p>