Insurance claim dispute

<p>Hi there .</p> <p> </p> <p>i lost my phone in nov 2016 , i went to telkom and blocked it . i then proceeded to claim insurance , they asked for the required docs which i provided them with. days went by with no response . i called them before i travelled and there assured me it would be sorted. i came back in jan ,still no response . i called again then 2 days later they sent an emailing stating that the sim was not orginal . i had a back and forth with consultant until i took the matter up with telkom who then sorted it within 24 hours. i got an email saying my insurance claim was approved howerever before it can be paid out i need to a penality fee of 3633.8 . i then called the company to find out why i was being penalised , the response was because i lost the phone within six months of inception.</p> <p>firstly i am a new client i know nothing about insurance , when i went to the telkom store i requested insuranace everything was done online i didnot sign anything , the only information i received was if i lose the phone the sim card must be in the phone.</p> <p>my biggest issue is that no one told me about penalty fees , i have no written and signed contract that states i am liable for such . i have asked for a copy of the certificate and they cant give me one . they inssit i received and the email that they claim they sent it too is bogus .</p> <p>i call and email i get no responses, i try to speak the managers i am given to junior team leaders.</p> <p> all i want is to pay for my normal excess fee which is 750 and i get my device. i will not pay a penality that i dont know off and that no one explained to me about.</p> <p> </p> <p>please help i a m a very irritated and annoyed customer and i want this matter resolved as soon as possible</p>