Unable to claim

Good day

I am writing this email to complain about poor service when I needed to claim for my cell phone. I lost my phone at Vincent Mall and when I phoned your call Centre I have to wait for about 30 minutes to an hour to talk to a consultant. I have been trying to claim since the beginning of December 2020 until today. I was told that I don’t have a policy with you at first and when I phoned again following day I was told my policy lapsed.

I asked how did it lapse I was told I reversed 1 premium in October and after that you could not debit again. I told the lady I have a debit order for November I even sent my bank statement ***. I went on to ask her after how long do your policies lapse and she said after 2 consecutive months of not receiving premiums. I explained to her that I work for the insurance industry and I know the rule, my policy can’t lapse after missing 1 premium.

December the policy did not deduct and I was even looking for January and still nothing but I want to claim because by the time I lost my phone the policy was active but you decided to rob me. I went to the police station to do an affidavit and never even got the chance to do my claim because every time I spoke to your consultants they would say my policy lapsed. I have attached my bank statement have a close look at November deduction and tell me how this policy lapsed when only 1 premium was missed.