CLAIMING PROCESS FRUSTRATING

How disappointing it is to be associated with an insurance company such as First for Women. Here I thought they would be different that the rest. So my phone got ****** a week ago and I logged a claim on 23/11/2019. I spoke to a gentleman who advised that I need to report the case to SAPS to obtain a case number and blacklist the phone with the service provider, which I did. I submitted the sworn affidavit and ITC number to the claim processor (Lorraine). However, after that the claim processor requested the proof of purchase of the phone and itemized billing. I forwarded the proof of purchase. The itemized billing could not be provided due to the service provider only being able to provide it somewhere in the 1st week of December. What has been disappointing is the fact that I constantly have to make contact with the insurance company regarding the claim. I sent an email regarding the purpose of the itemized billing request and where in the terms and conditions it states that an itemized billing is needed when claiming. Unfortunately, no one even answered on the email. So I phoned this morning to get clarity on the itemised billing and I was told that it is not specified in the terms and conditions as itemised billing but as a “requirement” during claiming. I explained to Lorraine that the service provider is not able to provide me with an itemised billing until the end of this week. I again reiterate the fact that it was never mentioned when taking out the policy so now I am stuck without a phone as first for women is waiting for a itemised billing that is not specified in the policy. According to Lorraine there is nothing they can do to assist me until obtaining the itemised billing.

At this point I just want to cancel the entire policy. Very very disappointed in First for Women.