Finrite poor service

<p>My cellphone was ****** of which i reported it to the police station and submitted the claim within the required time stated by the terms and conditions of the contract. I sent an email to Mpho Molapo on the 6th of September 2016, as I had dealt with her in terms of the process required to claim, and she informed me that i should receive a response within 10 working days. The email had all the relevant documentation as advised. I waited until the week of the 26th of September 2016 to contact Mpho as I did not receive any feedback after 10 working days. I was then advised by Mpho that she was on holiday the week of the 6th of September and had "missed" the email from me and therefore she had not started processing the claim. She then advised that she would escalate the claim as my sim card was not in the phone when it was ******, which i was not aware that this was a requirement, as I spoke to the sales consultant and advised them of my plan not to use the sim card as i wanted to utilise my primary number in that handset. I was never supp**** with any contract or wording with regards to this requirement. </p> <p><br />Mpho informed me that this process would take 14 days as each claim is individually reveiwed. I then waited until the week of the 17th of October of which no communication was given and I called enquiring. Apparently the underwriters were the hold up. I enquired again when i would get feedback of which i was advised the next week. I called again the following week of the 24th of October as I did not receive feedback of which again i was advised I would be consulted the following week. This occured until the 2nd of November where Mpho advised me to follow up with her supervisor Roslyn Adams and supp**** me with an email.</p> <p>I sent Roslyn an email today the 7th of November and called to enquire whether she had received the email and if she can assist as it has been 7 weeks with no feedback from Finrite but rather my chasing up on the progress. I was then informed by Mpho that she was busy and she would call me back after 10 minutes. My call was not returned of which I called and was answered by another employee who after putting me on hold for a prolonged period of time advised that Roslyn did not want to take my call. I enquired why she would not take my call of which he advised that she did not want to deal with me. I requested to speak to someone else higher than her or anyone else who would assist as the lack of professionalism and communication 7 weeks in was now simply absurd.</p> <p>Finally she came to the phone and after denying that she refused to take my call i was told the same story with regards to the underwriters. She also refused to give me a timeline to resolve the matter, of which I am still paying premiums for insurance with no sight of the issue being resolved. The tone and nonchalant behaviour exhibited by the staff of Finrite is shocking and simply put ******** as I being a customer who is supposed to have peace of mind by taking out insurance in the case of such circumstances is now follwoing up and forcing individuals to do their jobs and simply communicate the fact. Had I never followed up with Finrite, 7 weeks later there would not ave been any communication with regards to the claim and i would still be in the dark.</p> <p>I have been left out of pocket and without a phone due to miscommunication or lack of any communication and it makes me doubt the credibility of Finrite and their underwriters if they are unable to resolve a claim as small as a cell phone. I have never had any of my other insurers be as slow to the uptake as well as just blantantly not even make an effort to assist a premium paying customer before and I am truly, truly appaled at the service or rather lack thereof I have received.</p>