Complain about Edgars & Hollard Insurance

Good Day

To whom this may concern

I have a complain around the insurance that is being provided by Edgar's , I lost my Phone on the 30th of September 2018. and it was a Sunday and i was not able to make my claim the same month as i was leaving for work the next day on a boat Cruise working for TUI services on the Morella boat. On the Monday i was heading to board on cruise i was only able to blacklist the phone with Vodacom as i was using the network . This was for 3 months and up on my return i went to Edgar's in Town(55 Pritchards Street) where i lodged the claim and it was not done the correct way the 1st time and i was helped by the gentleman called Sandile at Edgars in Protea Glen Mall. This was from the 30 Jan 2019. Sandile called the 1st time he was ding the follow up and advised that i should come in and explain why this claim was submitted late. I then came in and advised that i the agent we spoke to on the 5th of February 2019. He seemed as if he was lodging the request and were told to wait for 7 working days and check. I came back on the 13-02-19 and Spoke to Tshepo Mase who had advised that he is escalating the matter with Hollard as a late claim and i should wait for 7-14 working days to check if it has been process as it was a cash claim. On the 19th - Feb -19 Sandile called to check on the claim again we spoke to an agent by the name of Nhlanhla who also said it was not process she will do it now and log it so that we can get feedback. on the 8-03-2019 went back to the store to do a follow up and the same thing was said by Masabatha that she had escalated the claim and we should check within 7 working days bare in mind that i have been using my own money to go to Edgar's in Protea Glen and the same message has been related to me. On the 9 - 04-2019 We spoke to Taniki who also advised to check within 30 days of which premiums have been taken from my account each and every month while this was happening. R 104 till date . on the 15th due to me being fed up i then asked to speak to a Supervisor and Dineo Tiro advised that the complain was not lodged and asked why was this claim submitted late of which i had explained this was on the 15- 03 . she asked me for the model of the phone and i told her i was a P10 Lite . she said she can see this has been taking so long she would take it upon her self and do a follow up with me during the day as the person she was trying to contact was on lunch. This was in the presence of Sandile when she said that she will get back to me which did not happen. I went back on the 24-04-2019, Dineo was not available to come on the phone on the 31st-04-2019 i went back and spoke to Dineo who also advised that she will get back to me the same day she was sorry and the call did not happen also with Sandile who said he will do a follow up during the day and call me back which also did not take place. on the 9th -May-19 i went back to he shop and was assisted by Edna who called the contact center 1st person we spoke to was Nhlanhla who placed us on hold for 23 mins looking for a supervisor and the line went dead silent. We then called back and spoke to Sandra who also placed us for 35 mins on hold without letting us know that she was placing us on hold and looking for a supervisor. We called again and spoke to Bridgette who also placed us on hold without following process kept silent and transferred us to a supervisor called Nthabiseng Moiloa who was rude and told me that the claim was not processed we will do it now of which changed the mood of the call when i asked all this time i have been coming to Edgars what have the agents and the previous supervisor was doing so they said apparently she was sick no in office. she then said to me quote " You can go ahead and escalate" close quote . I then asked her did she really say i must escalate ? she kept silent and released the line. this was in front of Edna the person that was helping me. We called back and spoke to Kagiso who logged the complain and asked Edna to call me back if she hears anything from the team. I advised that this i am going to escalate. today i received a all saying that my claim has been declined due to misrepresentation and i asked where course the phone was lost on the 30- Se**** and i even stated that to the 1st agent we have spoken too when i was asked to come in why this claim was late. Nthabiseng then called me today and told me that my premiums will be reversed with an attitude and she released the line. This was after i received a call from Edna to advise of the out come of which i am not happy with and will never doe business with Hollard again. It was not my fault that the person that was filling in the form for me wrote an incorrect date on the claim form and now it seems as my problem. Why all this time i have been running around this was not said to me that the dates were not corresponding so that i can advise as i did with the two agents that said the were changing it on the system. and on the papers.